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

5,295 total complaints in the last 3 years.
1,499 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:08/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I purchased a ******* **** handbag from you around Christmas a large one to use as a baby bag she also purchased a large size dress in January to wear after she had the baby in March she wore the dress for the first time carrying the handbag to die from the dress came off onto the ******* **** bag and ruined it it's also on the leather seats in upholstery of my ******* ********* just wondering what Macy's is going to do about this
Business Response
Date: 08/03/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********. We have
contacted *** ***** and have reviewed all matters as expressed in the
complaint. The Orders were placed in December of 2021 and January of 2022. We offered a discount on the December order and full credit on the January order as an exception to the 90 days return policy of our company. However, the customer believes that these
actions are not sufficient and chose to decline both offers. Again, *** ***** we believe are actions are more
than equitable. At this point, there is no
additional remedy and his repeated contacts /rebuttals will produce no
different result. We are closing the issue and will not be addressing this
matter again.
Thank You.
Initial Complaint
Date:08/02/2022
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 have filed a claim with Macy’s Warranty service Center, June 21st 2022 by email stating that the sofa is bulging in The back section. I’m assuming it is the stuffing or foam. My extended warranty that I purchased is through the company called WorrynoMore Protection plan with the furniture I purchased from Macys. My claim number they gave me is ******** and their reply was that that is not covered on my protection plan.
Business Response
Date: 08/08/2022
We are in receipt of BBB Complaint #********. We have
addressed all matters as expressed in the complaint and updated the customer
with the resolution. Based on this, we consider the matter closed
satisfactorily. Thank you.
Initial Complaint
Date:08/01/2022
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.
On June 5, 2022 I placed an order for sandals with Macy’s online. I received my purchase on June 10, 2022. I paid $69 for the sandals. I did wear the sandals once and I got blisters on the top of my feet where the straps are located. Once I got the blisters I requested a return. I got a barcode to return the sandals to my nearby Macy’s. I took the sandals to the store and they refused to accept my return because I told them I wore them one time. I can not wear the sandals and I would like my money returned.
Business Response
Date: 08/03/2022
Dear *** *****,

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

Sincerely,

Deborah D*****
Liaison, Omnichannel Executive Office | Macy's, Inc. | Macy's,
Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Customer Answer
Date: 08/03/2022
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:08/01/2022
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.
A longstanding, otherwise trustworthy business lists three different and contradictory return policies on its website. These are incomplete and self-contradictory, even referring to the same item. Looking for the return window for the same item, a small appliance or "small electrics", produces a return window of 180 days, or 90 days, or 60 days. As a customer I was attempting to find out the return window for a faulty or unsatisfactory (or made too cheaply in China) item before buying it. I did not want unpleasant surprises of an item being out of return window. I am attaching screenshots of all three contradictory online statements. These "policy" statements by Macy's go beyond simply applying to different types of items. They overstep into deliberate obfuscation. They appear almost designed to confuse and deceive a customer into believing a return window which does not exist.
Customer Answer
Date: 08/02/2022
This is a complaint of a lousy business practice. Specifically, listing three different return policy windows. This is NOT a "complaints requesting compensation and/or free products for time, travel or inconvenience and/or general change in company policy or complaints only seeking an apology." I attached THREE screenshots of the THREE different return policy windows. The BBB lost two of them. Now I must send them again. This is either deliberate obfuscation to confuse customers, or sloppy management. It can be CORRECTED.
Macy's can correct the false, contradictory information on its website.
"If you have an issue with a return, etc., please provide details so Macy's can assist you." I do NOT "have an issue with a return". I am refusing to buy a product from Macy's until it clarifies its contradictory information.
I was also actually in Macy's today, and could not find a single employee to help. It was almost like an unmanned store. Perhaps anyone would have been ignorant of the return policy, but that is irrelevant, as there was no helpful employee, or any employee, around.

BBB seems to have only my screenshot of the claimed "180 day" return window. Now I need to send the other two screenshots. They are of the claimed "90 day" return window, and of the claimed "60 day" return window.
Macy's can very much clarify its writing, remove contradictory information from its site, and add writing to further clarify the application of its THREE diverse and contradictory "return policies'.
More descriptive writing would either stop deliberately confusing customers, or would make return policies clear and obvious to them.

Business Response
Date: 08/05/2022
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: 08/05/2022
Better Business Bureau:

I appreciate Macy's response that the three different return windows were confusing and contradictory, and in changing specific pages and clarifying it.
Thank you.

Regards,

****** ****
Initial Complaint
Date:08/01/2022
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.
Order ********** was only partially received. When working with Macys on reshipment, they said I would reshipment information within 24-48 hours. When working with Macys on refund, they said I would receive refund information with 24-48 hours. I did not. When using their report a problem chat feature, team members are unable to help me or skirt around the issue and tell me they cannot do anything. When I ask to speak to someone else who can do something, they disconnect me entirely. I have still not receive the products nor the refund.
Business Response
Date: 08/31/2022
Dear
*** *****,

We
are in receipt of BBB complaint number ********. After reviewing the order
information, all refunds have been processed. I will remain available should
anything further be needed. Based on this we are considering this matter
closed. Thank you.
Theresa S******
Liaison, Omnichannel Executive Office | Macy's,
Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Initial Complaint
Date:08/01/2022
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.
On 6/28/22 I made a purchase from macys.com totaling $101.97. I paid with my personal visa card. The items were defective, so I returned them via mail and received confirmation from Macy's of receipt of the items on July 21. On July 26 I received notice that my refund had been processed. The refund amount was $92.30. I sent a message to customer service asking why my refund was short $9.67. I was told they deducted for "star points"? I did not use Star Money or Star points for this purchase. I paid 100% of the purchase price. I have not used star points or Star Money in months. After emailing back and forth with customer service for 3 days it is obvious they are not going to do anything to help me. On the last email the representative confirmed in writing that I have not used star points, and that my points had actually recently expired because I hadn't used them. However they still will not refund my money.
Business Response
Date: 08/03/2022
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 have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** *******
Macys finally refunded and I am satisfied with the result.
Thank you for your assistance in this matter.
Initial Complaint
Date:07/31/2022
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.
This is regarding Macys order Order #*********0, I spoke with an online chat that issued a return without my request or permission. When I asked to speak with a supervisor I was left without a response or properly transferred to a supervisor. He told me my item was out of stock and not available.

I see that this same item is in stock on Macy's website as of 7/31, I would like to return it and give this item back to Macy's, please allow this return, if not, just refund me. This is the worst experience I have had with Macy's and ordering online. I don't know if it's bad training or just a bad apple in Customer service but this is unacceptable. I usually get good quality and good service and support.
Business Response
Date: 08/02/2022
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.
Customer Answer
Date: 08/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. They have agreed to send me a replacement shirt for the defective one I purchased.

Regards,

******* ******
Initial Complaint
Date:07/31/2022
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 an eternity ring on July 2, 2022 for $10,598.94 online at Macys.com. It was originally priced at $30,000 but was on sale for $9,999.00. It is advertised as "* ***** ******* Ring, ******* ***** ****** ***** ***, and ******* ******* ****** ***** ***." The ring did not come with a certificate of authenticity to submit to my insurance company. Per suggestion of my insurance company, I got the ring appraised with a local certified geologist for $225.00. He determined that the ring has at least 2- 'I2' stones and carries a color spectrum of ***, which goes against the advertisement. When I contacted the online Macy's store regarding false advertisement on Macy's part and the lack of authentication documentation for such a substantial ring, I received no quality customer service....they hung up on me several times after calling over 20 times and discussing the issue with at least 30 individuals over days. They suggested that I return the ring even though I paid for a $225.00 appraisal or that I go to a local store, which is what I did. The local store suggested that I contact the online Macy's since I purchased it from them. They also stated that if I had gone to somewhere like Tiffany's, I would have received the quality I was seeking and that typically, Macy's doesn't give all *** stones on eternity bands. Reluctantly, the local Macy's made a copy of my appraisal and my purchase receipt for their records. I've since contacted Macy's online to no avail. In one day alone (today) and over 3 hours, I've spoken to over 9 people...none of which has helped me (three individuals hung up on me). Macy states that they stand by their quality. Clearly, they don't.

I'm seeking a return of my $225.00 and I will return the ring to Macy's. I would, however, like to keep a ring indicative of or befitting the advertisement (6 carat with ALL *** stones and I-J only color spectrum) with the official authentication certificate.
Business Response
Date: 08/04/2022
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.
Customer Answer
Date: 08/05/2022
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,

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

The amount of the appraisal was deducted from the total purchase of ring. This amount should have been separate from the total purchase of the ring.
Business Response
Date: 08/09/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********. We have
contacted *** ****** and have reviewed all matters as expressed in the
complaint. We have addressed and resolved this issue concerning the rebuttal and 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 have determined that my complaint hasn’t been resolved due to the wait time for the refund to show on my ******** *******. As of today (August 16, 2022), there is no credit of the amount disclosed from Macys on recent ******** ******* statements.

Regards,

****** ******
Business Response
Date: 08/19/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********. We had been in contact with *** ****** and have reviewed all matters as expressed in the
complaint. We had advised *** ****** that the credit process which she had requested will take additional processing time in part of Macy's and her third party credit cards issuing bank. As this credit has been processed on Macy's part, it is undetermined how long the process may take by her third party cards issuing bank for her credit to reflect. At this point, there is no
additional remedy and any repeated contacts /rebuttals will produce no
different expedited results. *** ***** we believe our actions are more than equitable on our part and we consider the matter closed satisfactorily. We are closing the issue and will not be addressing this
matter again.

Thank You
Initial Complaint
Date:07/31/2022
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 signed up for a Bloomingdale credit card (https://www.bloomingdales.com/my-credit/gateway/guest) because the website advertises a 20% new account discount and loyalist point rewards. I was approved online, and since I had not received the card in the mail yet, I called customer service to place an order.

Note that the new account discount is only applicable within the first 2 days of accounting opening. Bloomingdales also only gave me a $500 credit limit (despite my >700 credit score, and declined to increase this limit), which makes it impossible to take advantage of the maximum $250 discount as advertised (need at least a $1250 limit). Please see https://customerservice-bloomingdales.com/articles/what-is-the-bloomingdales-new-account-discount.

I ordered about about $490 of baby items (brands Uppababy, Cybex) by phone. The customer representative told me that I would receive the 20% discount and loyalist points when I receive the credit card bill. However, when I received my bill, I did not receive the promised discount. I opened a customer support ticket, and was told my purchase was not eligible for the discounts since the items were part of an exclusions list. However, there is no clear documentation on the exclusions list. https://customerservice-bloomingdales.com/articles/what-is-the-bloomingdales-new-account-discount only states "certain licensed departments" as being excluded. The support ticket did not cite any additional documentation pertaining to the so-called exclusions list. I believe the ambiguous verbiage on the exclusions list allows BBB to arbitrarily deny the new account discount to customers. The Bloomingdale's credit card advertisement is predatory and lures unsuspecting customers in based on the false promise of the discount the company has no intention of fulfilling.
Business Response
Date: 08/18/2022
August 18, 2022

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

RE: Better Business Bureau ID: #********
Bloomingdale’s store account ending in ****

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

We are in receipt of your complaint you filed with the Better Business Bureau which was forwarded to
Bloomingdale’s Executive Office. As a representative of Bloomingdale’s Executive Office, I was asked to
review and respond to your concerns on behalf of ******** N.A. (****). I was hoping to speak to you
personally on August 10, 2022, and August 12, 2022 but was unsuccessful. Please be assured that ****
does not participate in unethical or deceptive business practices of any kind.

We regret the inconvenience and frustration you may have experienced when you spoke to customer service
and because you did not receive a new account discount and the promotional power points offer. At
Bloomingdale’s we strive to provide customers prompt courteous services. Your comments are important
to us, as they provide us an opportunity to provide additional training to our associates.

We apologize if it was not clear to you about the new account discount you were eligible to receive if you
opened a new Bloomingdale’s credit card account. We occasionally offer a twenty percent (20%) new
account discount to approved credit card applicants on purchases made the date the account was opened and
the following day, up to a maximum amount of $250.00. Your account was opened July 2, 2022, therefore,
purchases after July 3, 2022, would not qualify for a new account discount. Only qualified purchases are
automatically given a new account discount which will appear on the first billing statement. The new
account discount does not appear on a store receipt or during checkout on bloomingdales.com online
purchases.

Upon receipt of your issue, we reviewed your account and found that infant merchandise of $493.81 was
purchased with the assistance of customer service on July 3, 2022. Our investigation confirmed although
the purchase was made during the required time frame to be eligible for the new account discount, the
merchandise purchased was not eligible for a new account discount. Merchandise exclusions can be
viewed on our website at https://www.bloomingdales.com/my-credit/gateway/guest and then selecting the
Info/Exclusions link. You may also call Customer Service at ###-###-#### for discount information. As
a courtesy and because we value you as a new customer, a new account discount of $98.76 was applied on
August 3, 2022 to your account. Additionally, a credit adjustment of $109.76 was applied on August 3,
2022, to your account to compensate you for the power points not received for the June 28, 2022, through
July 4, 2022, Long Weekend Sale purchases. Both transactions appear on your monthly account statement
with the closing date of August 10, 2022.

The credit line is accomplished by reviewing the annual income information provided by the customer and
internal credit history as well as the external credit history on your credit report. Our records show your
account was reviewed for a credit limit increase in July 2022 and was declined because of insufficient time
since your last review. You may apply for a credit limit increase at any time online at bloomingdales.com
then sign into your profile or call Customer Service at the number referenced above.

As of the date of this letter, your account has a credit balance of $109.76. The credit balance can remain on
your account to be used towards your next purchase or we can issue a credit balance refund. If you would
like a credit balance refund check, please contact Customer Service using the phone number on the back of
your Bloomingdale’s credit card. Please note if the credit balance is not used or requested within two (2)
billing periods a credit balance refund check will be automatically issued.

Thank you for bringing this matter to our attention and giving us the opportunity to respond. If we may be
of further assistance on another matter, feel free to contact us.

Sincerely,

David M*****
Bloomingdale’s Executive Office
###-###-####
###-###-####

cc: Better Business Bureau
Initial Complaint
Date:07/30/2022
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.
***************************************************************************************************************
Your LAST ACT page does NOT show that Last Act items are non-returnable. I ordered this dress, it has a flawed zipper and doesn't fit well anyway, went to return it and was told that I cannot.

I was sold an item with a zipper that does not work and it is too big and I cannot return it because MACY's does not advertise fully on its LAST ACT pages that the items are non-returnable???
What's Macy's trying to do? Chase away customers? At least advertise according to TRUTH IN ADVERTISING ON THE PAGE THE ITEM IS SOLD. Yes, the warning is in the customers cart, I just checked, but in small black letters at the bottom. Who is supposed to see that? And, WHEN did Macy's let its customers know that their Last Act return policy had changed? Your employees told me to read FAQs. WHY would anybody not knowing there is no way to return choose to browse trough the FAQs? Just for fun?!? Furthermore, there is a ticket on the dress that says it CAN be returned. The # on the ticket on the dress is, in my physical possession is: ************ and on the other side is ************* along with a tag that CLEARLY reads" THANK YOU We hope you are satisfied with your purchase. We will gladly assist with an exchange or return with this tag attaced. Thank you! Macy's
Jul 16, 2022 · Total $80.74

Order #*********9
Business Response
Date: 08/02/2022
We are in receipt of BBB Complaint # *********. We emailed the referenced customer and have resolved
all matters as expressed in the complaint. Based on this, we consider the
matter closed satisfactorily. Attached is the communication detail. Thank you
Customer Answer
Date: 08/02/2022
Better Business Bureau:

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

Regards,

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

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Macy's is NOT a BBB Accredited Business.