BANGOR, MAINE -- Last summer there were two bracelets bought in my family. My mother bought a $1,600 diamond tennis bracelet for my daughter as a graduation gift and my boyfriend bought me a gold link bracelet for my birthday. The diamond bracelet was purchased in Boca Raton, FL and the gold bracelet in Portland, Maine. Back in September, I noticed a spacer on the gold bracelet was broken so I took it back to Portland to be fixed. No problems whatsoever. They happily took back the item, fixed it, called me and seemed more than happy to help me. I noticed a few weeks ago that the link broke again.
In the meantime, my daughter decided to start wearing her diamond tennis bracelet every day, and after about a week, she noticed one of the diamonds had fallen out. Last night, I was in Bangor Mall in Bangor Maine. First I went to the jewelry department and nobody was there. We shopped a bit then went back. I had the price tag for the diamond bracelet and the sales and repair receipt for the gold bracelet. The salesperson in Boca Raton told my mother that that little tag had the bar code on it that would bring up everything about the bracelet in the computer.
There was a boy behind the counter named ** who basically told me I might have gone to another jewelry store in the mall or anywhere for that matter, bought an inferior product and then brought it to Macy's to be repaired so they had no proof that the tag belonged to the bracelet. REALLY??? I was trying to steal repair service from Macy's?? Then they told me they couldn't do anything about the gold bracelet unless I had a service plan on it. They told me three times they had a 30-day return policy. RETURN POLICY? Did I say I was trying to return anything?
I did get a little angry that I was being called a thief. Insulted, hurt and very angry. I might have started yelling a little and probably got a little loud, but they just accused me of being a thief. Then the kid back peddled and claimed he said, "Some people..." Give me a break! Then the manager came over and they brought out a sheet of stickers and said that unless the bracelet had one of those stickers on it, they couldn't help me.
Anybody ever have stickers on their jewelry that they wear?? Me either. He said those stickers allow them to look up anything in the computer and it will bring up a copy of the receipt so they can see the purchase. I thought the bar code on the price tag was supposed to do that. History time... The same manager a few weeks ago wouldn't let me exchange a blouse that had one of those "stickers" on it because he told me the sticker was just an inventory control and that it didn't bring anything up in the computer.
The salespeople involved didn't want to give me their names. I got the boy's name, but I wasn't able to get the girl's name as she ran away fast. So I took a picture with my camera phone. I was then told that it is against the rules to take pictures in their store. LMAO... Really??? So basically I bought have two pieces of expensive jewelry from Macy's that are defective and the Bangor Mall Macy's won't help out.
I called Macy's in Portland Maine this morning about my gold bracelet and they said, "No problem, please bring it in. We will be happy to help." I asked them about the diamond bracelet and they said they will call the Boca Raton store and get the information based on the tag information I called them. STAY AWAY FROM BANGOR MALL MACY'S. THEY ARE AWFUL. THEY ARE RUDE. THEY MUST TAKE SPECIAL CLASSES ON HOW TO NOT TAKE RETURNS.
GREENSBORO, NORTH CAROLINA -- My husband took me out shopping for my birthday last weekend, hoping to buy me a new large cooking pot. We went directly to your store to see what was being offered. When we got to the cookware department, everything was laid out, easy to see & easy to price. We were able to review our options (there were several!) & find a quality 8-quart pot (by Martha Stewart) quickly & easily. Even the sales representative was friendly & helped us make the purchase so we could get out the door without a care in the world. I love Macy's & will be coming back to your store many times every year.
2300 EAST LINCOLN HIGHWAY, PENNSYLVANIA -- My search began when my wife spotted a diamond ring that she really wanted as an anniversary present in a Macy's catalog advertising their one-day sale on various items 3/31/10. It matched her wedding and engagement rings and, much to my delight, was on sale for a couple of hundred dollars less than other rings she'd looked at. So I went online to order it. The web ID number wouldn't take so I called their Catalog center and got **. She couldn't get the ring to come up and her computer was jammed so she had to call tech support and promised to call me back.
Okay, this is beginning to look a bit dicey, but by God I'm going to get that ring. ** calls back after about 15 minutes to tell me the ring is no longer in stock at the catalog center warehouse, but she found several stores (my local Macy's wasn't one of them) that show it in stock, one of which is Oxford Valley/Langhorne, PA near Philly (I'm in Pittsburgh). She gives me the phone number to call them. It's now a quest. I will get that ring if I have to drive 7 hours to buy it. Fortunately, I get ** in Macy's Jewelry Department at Oxford Valley.
She checks stock (it's there!), takes down my shipping information, double checks to make sure it's the ring I want, and quotes me the price (sale price, but I'm paying shipping which is fine and a heck of a lot better than driving there). ** calls later that night to tell me the ring (I'm now thinking 'The Ring, My Precious' kind of like Smeagol in Lord of the Rings) is on its way. It arrives, it fits, my wife is happy (and consequently so am I), and Meena calls to make sure it arrived safely.
The customer service given by ** (catalog center) and ** (Oxford Valley Macy's) was excellent. They were courteous and helpful. The product was what we wanted. I get +10 points in the husband rankings from my wife. Great job, Macy's!
SALEM, NEW HAMPSHIRE -- Don't get me wrong, I LOVE Macy's. It's by far my favorite store. My problem is with their business practices. Every time I open a new account with Macy's (I have had many over the years), I get my bill with the account number on it, so I create a payee with my bank. I send in the payment, usually payment in full and the credit department will credit the wrong account and assess a late fee.
Every time this happens, and it happens every time, I call them to bring this to their attention and am always told that I need to add 2 numbers to the end of the account number in order for my payment to be credited to the correct account. So why don't they just give you the complete account number in the first place? It seems to me that this is a fraudulent business practice and that some folks who may have many accounts with them, like myself, won't notice these extra fees and just go ahead and pay them.
My second problem with their business practices has to do with billing and charging late fees. On December 3, 2008, I received a bill for my department store credit account for $242.32. I paid it in full on 12/9/08 even though it wasn't due until 12/29/08 according to the bill I received. When I go online and view my account, I notice an additional charge of $33.76 with no explanation as to what it is for. So I complain (this is the second complaint for assessing late fees in one month, by the way). For the record, I have never missed a payment or been late on a payment for any of my Macy's accounts. EVER.
HOLYOKE, MASSACHUSETTS -- I was helped by a wonderful woman in the ladies lingerie department at the Holyoke Mall store the other day. I have had a very difficult time finding a bra style that will stay on my shoulders and not slip off. ** came to my aid when she showed me the line of Warner bras that have a bit of very soft rubber that runs under the bra straps. I have finally found a style of bra that I can wear in complete comfort! Thank you again, ** for the wonderful help that you gave me. I'll call to be sure that you will be there the next time.
MISHAWAKA, INDIANA -- A year ago my wallet was stolen and I lost both my credit card and debit card. The thieves did some shopping at Walmart within 10 minutes of stealing the cards (that is another story). Then they went to Macy's and tried to use the debit card. That card had already been flagged by my bank and they were unable to use it. So they flipped out my credit card and Macy's took it without any questions.
I spoke to the general manager of Macy's and was told that it is their policy to never question a customer on the validity of their credit cards because this might upset their customers. I think this is totally unacceptable. Two men were trying to use a woman's credit card and they did not ask for any ID. This took months to straighten out.
CHESAPEAKE, VIRGINIA -- Today when I was in Macy's, there was a problem with my credit card. This happened just a few days ago as well, and told it wouldn't happen again. Not so. I used the in-store phone to speak with someone in customer service but no help there. This very nice employee in fine jewelry overheard me and offered her help. She went above and beyond in helping me get the right person to take care of me. Her name is ** at the Chesapeake, Virginia store. What a great and giving employee they have. Thank you again for your help **.
WAYNNE, NEW JERSEY -- Ordered furniture from Macy's Furniture store in NJ area. Delivery was canceled again and again at last minutes. When purchase, we were promised everything is in stock, we can get our furniture on time. For each delivery cancellation, the excuse is ridiculous. First time they blame their new computer system, second time they told us not enough orders to fill full truck, so they have to cancel delivery, they want to wait for other orders to send together. We ordered full dining room set and we paid delivery fee!!!
Christmas is approaching, there is slim chance we can get our furniture anytime soon. Who knows when they could get full truckload! Don't believe their promise anymore. We have taken time off from work, waited at home for delivery, then got call from them "sorry, no delivery. Next time." Terrible terrible customer service.
MILWAUKEE, WISCONSIN -- I purchased an Origins product (Andrew Weil) at an Origins store in Oregon WI. I was given a 10% off coupon to use by July 31st. I was visiting in Ft Wayne IN and decided to use that coupon on July 30. I was informed that Origins stores located in Macy's cannot honor these. Why not? What difference does the location of the Origins store make when buying an Origins product? I was very disappointed as I had now lost the chance to purchase a product.
Cathy, the salesperson whom I spoke to was very apologetic. I would like to also comment on Macy's sales which have so many exceptions listed in the "fine print" that it is almost impossible to find something that actually is a good deal on sale. As a consequence I don't even look at your ads. Thank you for your attention to my comments.
NEW YORK, NEW YORK -- I was in Macy's today to select a wedding gift and a bridal shower gift for someone registered with Macy's. The items were in the housewares department in Macy's Cellar. Chantel, my sales associate, could not have been more gracious, accommodating and efficient. She made calls to establish my platinum card status, seeing I only had my red card with me. She contacted gift wrap and her supervisor to establish the cost of the four boxes that were to be put in one box for gift wrap and mailing. She made what could have been a frustrating ordeal, a pleasant experience as she helped me find exactly what I was looking for with calm and good will.
I am 83 years old, and have not had the pleasure of this kind of service in decades. I hope Macy's appreciates and rewards what they have in this stellar employee. I will shop at Macy's with less trepidation in the future because of her service.