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

5,303 total complaints in the last 3 years.
1,505 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:07/26/2022
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 opened up a credit card with Bloomingdale's in 2020 and was approved for a $1,000.00 credit line. I never missed a payment up until last month because I contracted Covid 19 and was very sick. I noticed this week that Bloomingdale's reduced my credit line to $200.00 (80 % reduction) which is despicable, illegal and it might be fraud. I was blindsided with a lower credit line which is unacceptable and unwarranted. Unless my credit line is reinstated at $1,000 I will never shop at Bloomingdale's again. This is a sleazy, despicable, unethical and horrible thing to do someone. I will discuss this matter with my attorney and pursue whatever legal recourse that I might have at my disposal. I will give Bloomingdale's 5 working days to reinstate my credit line or I will close my account.
Business Response
Date: 08/11/2022
September 11, 2022

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

RE: Better Business Bureau Complaint ID #********
Bloomingdale’s Account ending in ****

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

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

We sincerely regret any disappointment you may have experienced because of our decision to lower your
credit limit on the above referenced Bloomingdale’s account. Please be assured that the Bank does not
participate in dishonest or deceptive business practices. We have policies and procedures in place to
ensure that we are in compliance with applicable laws.

Our research confirms on July 22, 2022, the credit limit on your account was decreased from $1,000.00 to
$200.00. Our credit decision was based in whole or in part on information obtained from the credit
reporting agencies, and the reason for the decrease was outlined in the letter dated July 23, 2022, (copy
enclosed) which we mailed to you. Therefore, we are unable to comply with your request to reinstate
your previous credit limit; however, at any time you may request to be reviewed for a credit limit increase
by calling Customer Service at the phone number on the back of your Bloomingdale’s credit card.

Please understand that credit reports and credit scores are managed by the credit reporting agencies.
However, you have the right to dispute the accuracy or completeness of the information reported to us,
and if you have any questions regarding the impact our decision to lower your credit limit has made on
your credit score, you may contact the credit reporting agencies directly. You are also entitled to a copy
of your credit report, as detailed in the letter we mailed to you dated July 23, 2022.

As stated in the Credit Card Agreement, we can increase or decrease your credit limit at any time without
giving you notice in advance, unless required by law. By agreeing to these terms, you also give us
permission to investigate your credit history by obtaining consumer reports. Under federal law, we must
determine the applicant's ability to repay credit. This is accomplished by reviewing both internal and
external credit history as it appears on your credit report. Bloomingdale’s credit card accounts are
reviewed on a routine basis to determine if an adjustment to the credit limit is needed. The factors used to
make this determination are the same for all customers.

Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.

Sincerely,

Nadine R*******
Bloomingdale’s Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

Enclosure

cc: Better Business Bureau

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.

Regards,

******* ****
Initial Complaint
Date:07/26/2022
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.
I have contacted Bloomingdale's twice now about my missing package. I used the tracking number that they provided and the package was supposed to have been delivered already, but it is nowhere to be found. I am not sure if it was delivered to the wrong address (since I do live in a condominium) or if the package is lost. I have been told that I need to continue waiting, but I do not see the point in doing so. Please reference order number ********* ($665.76).
Business Response
Date: 07/29/2022
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: 07/29/2022
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:07/25/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Promotional gift card ($50) earned for purchase. Last Bloomingdale's email stated that the gift card expires on 7/25/2022. When tried to apply gift card on 7/25/2022 link states "expired". Customer service referred to gift card department : 1) first call to gift card dept person stated he'd activate the card, then transferred me to credit department which was wrong; 2) second call to gift card dept told me she could not see the email that the first gift card respondent saw, could see no emails and would not let me forward my email to her (already forwarded to customer service); 3) third call to gift card division resulted in being told the card expired (again, email states redeem through 7/25/2022), but he will help and transferred me to a non-working number. They need to honor the "redeem it now through 7/25/2022" $50 promotional gift card, as can be seen on email file I have attached. The first caller stated it would be honored, then transferred to wrong department.
Business Response
Date: 07/27/2022
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.

Best Regards,

Deborah D*****
Liaison, Omnichannel Executive Office | Macy's, Inc. | Macy's,
Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Customer Answer
Date: 08/02/2022
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:07/25/2022
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.
I ordered items from Bloomingdales on 7/1 (order #*********). Got emails on the 8th/9th that the two items were delivered yet upon checking BOTH days and the following days there were no packages addressed to me from bloomingdales. I contacted support shortly after and the representative told me he processed a refund for my order and I would get an email in 72 hours confirming that. It has now been a month and after multiple calls with customer service (always getting the same response where I will get an email with details later) I was told today that the refund was denied and the agent said she would try and request an appeal. I am heavily disappointed with this service....it has been almost a month since I ordered and I still have neither my items nor my money. I hope that Bloomingdales takes responsibility and actually helps their customers instead of giving false promises over the phone. I would like the refund to be processed because at this point I have been sitting idle with no actual help from customer support for weeks.
Business Response
Date: 07/27/2022
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,
Alyssa J*****
Liaison, Omnichannel Executive
Office | Macy's, Inc. | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-#### Fax:
###-###-####

Customer Answer
Date: 07/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate Alyssa for her assistance with my order but still disappointed in the service of Bloomingdale’s outsourced customer support people.

Regards,

******* *********
Initial Complaint
Date:07/25/2022
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 and sent an e-gift card to my son (*************************) on January 16, 2020 in the amount of $350.00. He tried to use it and it said to contact customer service. I then tried to retrieve the card number per the instructions and also received the message to contact customer service. I have called/emailed customer service many, many times and there has been no resolution. They have claimed that the card doesn't exist (even though I have a copy of the email confirmation), after several calls they finally said that they located it via my email (********************** ***) and that they would re-issue the card within 24 hours. When the card was not re-issued, I called them back and was told that it would take 10 days. It has been well over a month and the card has not been re-issued. I called again today & they hung up on me.
Attached is an email confirmation sent to my son. Can you please help me to resolve this issue?
******
Business Response
Date: 07/27/2022
We are in receipt of BBB Complaint # ********. We have communicated with the customer
regarding the issue with the $350 gift card. Per the customer’s request, we are
sending a replacement gift card to her email address, ********.*********************. Based on this we consider the matter
addressed. Thank you
Initial Complaint
Date:07/25/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened a new credit card at Macy's to receive 25% off my total bill. Two salespersons verified this information.
Consequently, I purchased a ruby bracelet for $1900.00 and was told $450.00 would be discounted when my statement arrived. Much to my dismay, my statement only reflected $100.00 discount. When I called Macy's to complain, they announced that the discount was only up to $100.00. No one specified this before purchasing, and to reiterate, I was told that I would receive 25% off the entire amount. The information given to me was incorrect and misleading and unfortunately, Macy's will do nothing to rectify the situation.
Thank you for your consideration.
P.S. I looked up Macy's reviews online and found they were all negative. So obviously I'm not the only person who was misled.
Business Response
Date: 08/03/2022
August 3, 2022

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

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

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

We are in receipt of your recent correspondence, which was forwarded to Macy’s Executive Office. As a
liaison in this office, I was asked to review and respond to your concerns on behalf of ********,
N.A.(****).

Please accept our apology for any frustration or misunderstanding you may have experienced while
attempting to resolve the matters outlined in your complaint. As explained in the **** Credit Card
brochure provided at the point of sale, Macy’s offers a new account discount to individuals who apply and
are approved for a new Macy’s account. Once approved, customers receive a 20% new account discount,
up to $100.00, off the purchases charged to the new Macy’s account the day it is opened and the next day.
In your case, you qualified for the full amount of $100.00 with qualified taxes, which totaled your new
account discount to be $108.37. We will not be able to accommodate y our request for a further credit on
your account.

As customer service is crucial to the success of our business, it is always a concern when a customer is not
satisfied with the level of service we provided, and we appreciate you bringing this to our attention. We
try to accommodate our customers whenever possible; however, in order to maintain the outstanding level
of service to which we aspire and to ensure the efficiency of operations, it is necessary to maintain and
adhere to specific policies and procedures so that each of our customers nationwide receives fair and
consistent treatment. Unfortunately, we are unable to accommodate your request to issue an additional new
account discount credit to your account. Please be assured your comments are important to us and feedback
has been provided to the appropriate parties regarding your concern.

Thank you for bringing this matter to our attention and giving us the opportunity to respond. As a gesture
of apology, we have added 5,000 points to your Macy’s Star Rewards loyalty account. The points will
expire August 26, 2022. If I may be of assistance on another matter, please do not hesitate to contact me at
the telephone number listed below.

Sincerely,

Phylishia W*******
Macy's Executive Office
###-###-####
###-###-####

Cc: Better Business Bureau

Customer Answer
Date: 08/04/2022
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 has not contacted me or has not agreed to resolve this matter.

Business Response
Date: 08/15/2022
August 15, 2022

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

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

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.(****).

Upon receipt of your complaint, we reviewed your account and found we previously responded to BBB
complaint number ******** regarding this matter on August 3, 2022. We reviewed your account as well
as the response previously sent regarding this matter and feel we clearly addressed your concerns. Our
position on this matter remains unchanged. A copy of our prior response is enclosed.

Please accept our apology for any frustration or misunderstanding you may have experienced while
attempting to resolve the matters outlined in your complaint. Once approved for a Macy’s ********
******* account customer will receive a 20% new account discount up to 100.00. In your case, you qualified
for the full amount of $100.00 with qualified taxes, which totaled your new account discount to be $108.37.
We added an additional $50.00 rewards card previously and unfortunately, we are unable to accommodate
your request to issue an additional discount credit to your account.

Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.

Sincerely,

Phylishia W*******
Macy's Executive Office
###-###-####
###-###-####

Cc: Better Business Bureau
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. For your reference, reasons for rejection are included below.

Regards,

***** *****

The option to read the fine print of Macy’s policy was not realistic while shopping. The clerks gave us the information verbally and stated if we opened a new account we would get 25% off the entire purchase. Never were we told that the credit would be only up to $100.00. As costumers we felt we were misled. The bracelet was expensive and the only reason it was bought was because of the supposedly 25% off the price.
8
Business Response
Date: 08/24/2022
August 24, 2022

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

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

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

We are in receipt of your additional comments, which were forwarded to Macy’s Executive Office. As a
liaison in this office familiar with your concern, I was asked to review and respond to your concern on
behalf of ********, N.A.(****).

We are sorry you continue to have concerns regarding the new account discount issued to your account.
Please be assured your comments and suggestions are important to us and we are constantly evaluating our
operations. In order to maintain the outstanding level of service which we aspire, it is necessary to maintain
and adhere to specific policies and procedures so each of our customers receives fair and consistent
treatment. I understand you are requesting an additional discount; however, we have addressed this matter
a number of times and we are unable to comply with your request for a policy exception.

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

Sincerely,

Phylishia W*******
Macy's Executive Office
###-###-####
###-###-####

cc: Better Business Bureau
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 satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:07/25/2022
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.
Macy offered me an upgraded credit card. Which was an ******** ******* / Macy card. I was informed a credit check would not be performed. After months of waiting for the Macys/******** ******* card. I was informed by all three credit bureaus of a 26-point decrease in my credit score due to Macy stating the old card was closed (instead of upgraded/merged). I contacted Macys to inquire.
I spoke with Ereck from the specialist department on a recorded line. He stated the card was not closed it was merged. He also mentioned it takes 30 days for that conversion to complete. I reiterate that the credit report states the old card was closed not merge. Ereck stated I need to dispute this with the credit bureau. Which makes no sense because if Macys reported to the credit bureaus that my old card was closed, what is it to dispute. When I requested him to send me a letter stating his claim. Ereck not only refused my customer request, Ereck was unprofessional and hung up the phone on me. WOW! is this the type of workers that Macy is hiring? I am so disappointed that I was a loyal customer to Macys for over 30 years to end up in the position.
There are many other department stores that I can conduct my business with. I am requesting compensation for my horrible experience with Macys. Ereck needs to be trained properly and temporarily removed from phone support. And lastly, I am requesting Macy to resolve this issue with the credit bureau, by reporting the card as merged not closed. If Macys want my family and friends business to continue with Macys INC. They need to make this right.
This is a horrfic respresentation of an Amercian Express partnership on behalf of Macys.
The recorded call is on file.
Business Response
Date: 08/16/2022
08/16/2022
****** *******
*** ******** ****
**** ** ******** ** *****

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

On Behalf of ********, N.A. (****):

Contact Date With Customer: August 8, 2022

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

Complaint Summary: The customer applied for ******** ******* upgrade on his Macy’s account and was told a credit check would not be performed. The customer received a decrease of 26 pts in his credit score due to Macy’s reporting the Macy’s account as closed instead of merged. The customer was advised to dispute this with the credit bureau. The customer agent advised he would not send letter stating this claim the agent refused and hung up. The customer is requesting the credit reporting be corrected to reflect the account was merged to Macy’s ******** *******, not the Macy’s account closed.

Resolution: I spoke with the customer and advised the three major credit agencies are reporting only the merged Macy’s ******** ******* account. Please allow 30 days for credit agencies to update the information.

Sincerely,

Jodie H******
Macy's Executive Office
###-###-####
###-###-####

cc: **** *****, BBB
Initial Complaint
Date:07/25/2022
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.
Received a sectional 9/2018 and purchased the worrynomore warranty. Been getting the run around on my one and only claim. Requesting refund of Sectional as it is unrepairable. I've been getting run around for over a year in reference to this and so I will be filing a suit in small claims next week if I don't have resolution.
Business Response
Date: 07/29/2022
I am in receipt of complaint ******** filed by ******* *****. I have confirmed that the customer will recieve a resolution offer from Worry No More directly based on the claim filed for the sectional. The customer should have the resoultion offer in the next 2 - 3 days. Based on this information Macy’s considers this complaint to
be resolved. The customer has my direct contact information should they need
further assistance.
Customer Answer
Date: 07/29/2022
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:07/25/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a shirt online on July 4, 2022. My order number is **********. I contacted Macys weeks later because I never received the shirt. Today I see that I was issued a refund of $19.80 which is the cost of the shirt, however, why should I still have to pay a shipping fee for something I never received? That’s poor customer service. The tracking number for UPS is ************************** and the shipping fee was $10.95.
Business Response
Date: 07/25/2022
Dear *** *****,

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

Thank you.
Christine W********
Liaison, Omnichannel
Executive Office | Macy's, Inc
Customer Answer
Date: 07/25/2022
Better Business Bureau:

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

Regards,

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

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Macy's is NOT a BBB Accredited Business.