Macy's West

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Ignored in the Macy's shoe department!
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CA -- Last night around 6pm, I went to Macy's to return a dress and purchase a pair of Guess pumps I had been eyeing for a week. I went to the shoe department, found the pair I was looking to buy and then waited for a sales associate to assist me. Other than myself & 2 other customers, the shoe department was empty. I saw a female employee helping a mother & daughter seated near the registers so I went and stood near the register hoping that she or someone else would be able to assist me. After discussing with them for about 3 minutes what type of shoe they were looking for (to match a specific dress), the associate turned and walked around the corner to stock room. She breezed past me and I didn't even have a chance to say "excuse me". After a few minutes, she walked out with a few boxes, again walking right past me and continued helping the mother & daughter. Now, I realize she was helping them first but this is the first time I have ever encountered a situation in a show department when the associate was unable to assist more than one customer at a time! All I needed was for someone to bring out my size if they had it in stock! Well for a second time, the associate breezes past me, standing there with a shoe in my hand, and goes in to the back. After about 5 minutes, another associate shows up out of nowhere. She walked behind me and started organizing a table of shoes about 20-30 feet from me. I made eye contact with her, started to walk towards here saying "excuse me" and she turned and walked over over to another table and started organizing shoes again! At this point, I had been waiting over 10 minutes for someone to assist me! I put the shoe back and walked out! There is no excuse for the way I was ignored! If a sales associate is going to the back to retrieve shoes for one customer, they can surely retrieve a pair for one or two more customers at the same time! Needless to say, when I left, I was very angry. I feel strongly that these two associates need better customer service training! At the very least, one of them could have said "I'll be right with you" and I would have been happy to wait. The good news is that this afternoon I went to Macy's in the next city over, a store which my local Macy's could really learn a lot from, walked in to the shoe department, quickly located the pump I had tried to purchase last night at the other store, turned, walked 3 feet and there before me was a lovely young sales associate who immediately asked if she could help me and quickly brought out my size! I was in and out of the shoe department, shoes in hand, in less than 5 minutes!
     
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Anonymous on 2011-06-25:
Their loss. It's through trials and tribulations such as this, that we learn what stores we appreciate and those that we stray away from. Good review!
trmn8r on 2011-06-25:
In my experience buying shoes, the associates have not gotten more than one customer shoes on a single trip to the stock room.

However, the lack of eye contact and/or making a simple comment such as "I'll be with you in a moment" is unacceptable. I would have walked out also, in my own shoes.
Vinnie11 on 2011-06-25:
I usually have to wait my turn in Macy's and other large department stores. I've never had one double up either but I think she could have acknowledged your presence and the second associate certainly should have assisted you. I am glad you received better service at the other location and hope you enjoy your new kicks!
Anonymous on 2011-06-25:
I worked in the shoe department at Mervyns and sometimes it's hard to help more than one customer at the same time. Some customers would take it personally if I stopped and helped someone else while I was helping them. But I would always acknowledge other customers and tell them I'll be right with them. Now, the associate who was organizing the shoes did seem to be a little rude. Unless maybe she didn't hear you say 'excuse me.' If she did, then she should have helped you
Venice09 on 2011-06-25:
I know what you mean, samanthasmom. I've seen shoe store employees double up and even triple up, but they might work on commission. The last time I was in Macy's shoe department, I had to approach an associate for help. No one volunteered to assist me.

I can't think of any reason why the second employee ignored you. Depending on how badly I wanted the shoes, I would have either left or spoken up, loudly.
Anonymous on 2011-06-25:
In the past, the associates at Macy's would assist multiple customers at once. Maybe that has changed, its been probably a year since I purchased shoes there so maybe they changed the way they handle customers. Someone should have at least acknowledged my presence though. That's all I ask. It's also been my experience at other department stores that if an associate was on their way to the stock room to grab a pair for a customer, he/she would stop a long the way if they saw a customer obviously needing a pair brought out. Yaya is right that not all customers would like that, but I personally wouldn't mind. I mean, if they are going back there to grab my pair anyway, and 2 other customers need pairs, the associate might as well grab them while they are back there right? I also look at it this way--if they can help multiple customers at once, we all get out of their faster right? I'd rather have fast service than personal service myself but that's just me :) This was just a bad shopping week! First I had a bad experience at Kohls (employee in customer service had ZERO training in that department and couldn't help us with some registry questions and then my husband found used dirty shoes in a box in the mens shoe dept!) And then I get ignored at Macy's! I usually have the best luck when I'm shopping so this is all new to me!
Venice09 on 2011-06-25:
Is there a full moon, samanthasmom?.. haha

I prefer fast service, too. Personal service sometimes even makes me feel uncomfortable.
Alain on 2011-06-26:
Good review! Tell Macy's about this either by contacting their corporate office at 7 West 7th St., Cincinnati, OH 45202; gen. ph. #513-579-7000 or via http://customerservice.macys.com/app/contact
jktshff1 on 2011-06-26:
I agree that an acknowledgement or help from the 2nd person would be useful, however, if a cs is waiting on me, I want their attention..I will walk out if they answer the phone, much less stop to help another customer.
Venice09 on 2011-06-26:
It depends. There are times when I expect an employee's full attention, but in a department store setting, I don't mind if they need to help more than one person at the same time. I think the problem is that no matter what the employees do, they'll never be able to please everyone.
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Macy's Merchandise Manager
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FASHION VILLAGE, NEWPORT BEACH, CALIFORNIA -- I was in Macy's shopping (Dec. 26, 2009), when this woman came up to a gentlemen working and said to him that his merchandising of that particular product look wonderful. She took 2 steps away and turned to him and said "What the crap (the other word) is this." You can't do anything I tell you, this looks like crap (the other word)." I was totally appalled at this woman. I went to a sales clerk and asked who this woman was. I was informed by the sales clerk that her name was [snip] the Merchandising Manager for this department. I was so upset with the action that I saw and the way that she treated this young man. My friends I, put everything down that we were going to purchase and left the store.

I will never shop at Macy's again. This woman needs to have some type of training. I'm sure she demands respect.

But she didn't show the customers respect or the gentlemen that was working. She totally humiliated him in front of sales staff and customers at the store. This woman is an embarrassment to your company.
     
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Buddy01 on 2009-12-28:
I don't blame you for putting down everything you purchased and walking out. But, did you talk to the store manager and tell him/her what happened?
Ytropious on 2009-12-28:
Soooo, how do you know exactly that they weren't joking around? I used to have a manager like that who liked to press my buttons by telling me things looked like crap, but he wasn't being serious. They may have been joking around.
momsey on 2009-12-28:
Did you mention to anyone at the store the experience you had? It doesn't really make an impact if you just put down the stuff you were going to buy. Macy's doesn't know that they lost your business, so your boycott isn't effective.
Anonymous on 2009-12-28:
I don't blame you either. If I was the employee I would have humiliated her back by getting in her face very loud in front of eveyone and telling her to do it her f.....ing self and then quit.
llamaskater on 2012-10-23:
yeah I'm so against Macys, I don't put money in their cash register anymore they are so unprofessional and straight liars!
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Good Old Fashioned Sales Help
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I went shopping a few different times at the Macy's at Stanford Mall, in Palo Alto, CA. and was thoroughly impressed with the sales help, each and every time there.

Each time, I was greeted with a smile and eye contact (that seems so rare these days), and they allowed me to browse and shop in peace. They were happy and available to answer any questions I had, and quick to offer to start a dressing room for me when they saw my hands were getting full of clothes, but other than that, left me to shop in peace.

When it was time for me to pay for my clothes, the salesclerk was very friendly and complimented my choices, and really went above and beyond in making the whole shopping experience a happy and pleasant one.

I am so used to walking in a department store and getting either completely ignored, or having sales people follow me around like I am planning on shoplifting or something. This Macy;s encounter was refreshing and I will definitely go out of my way to shop there in the future.
     
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tnchuck100 on 2009-01-06:
And yet another free ad for Macy's.
nbaycaligirl on 2009-01-06:
Awww. Tnchuck. You sound so bitter!
DigitalCommando on 2009-01-06:
I went shopping at Macy's yesterday and when I entered the building, a lighting fixture fell from the ceiling cutting a huge gash in my head, blood was spraying everywhere but was I going to allow that trivial event to suppress my shopping desires? Certainly NOT when the most helpful staff in the universe was at hand! Luckily, the cologne department was fully staffed by an emergency trauma team. They sewed up my wound while I test sprayed several colognes. They felt so bad about what happened that they even threw in a tummy tuck AND replaced the transmission in my car! Thanks Macy's your the greatest.
nbaycaligirl on 2009-01-06:
Thanks for the comic relief Digital!
jktshff1 on 2009-01-06:
nah, he's not being funny, he's just documenting actions for the coming lawsuit Macy's is filing for him messing up the light fixture and making a mess in the store, plus the bill for the trauma team.
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Macy's Employees Beg for Kudos
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KELSO & VANCOUVER, WASHINGTON -- Every since Macy's took over Meier & Frank in the Pacific Northwest service has become strange. Not only did many long time employees (those familiar faces one was used to seeing) leave, but whenever I make a purchase, the employee that rings me up writes their name on the receipt and tells you how you can contact Macy's online to compliment their service. I'm sure employee's get a bonus or something for this, but I am not going out of my way to compliment an employee unless I feel that he/she really was helpful and did assist me, not just rang up the purchase that I selected on my own.

Is this how Macy's always worked? I also find it strange that everyone in the store is clothed in Black and White attired. It is like an ongoing funeral service.
     
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jktshff1 on 2008-02-09:
I don't understand the problem.
Cyane on 2008-02-09:
Every Macy's does this - I doubt the employees look forward to doing this, and I would not consider it begging. Furthermore, black is the standard dress code for Macy's employees.
Justusryan on 2008-02-09:
I'm sure its a survey they want you to complete. Most retailer's have this now. If I could vote this the worst complaint of all time, I would.
MSCANTBEWRONG on 2008-02-09:
I don't see the point of this complaint...so what if they want you to complete a survey...either you do or you don't. What's the problem?
Crown Jules on 2008-02-09:
I worked for Meier & Frank for three years and quit about a year before they were taken over by Macy's. It's possible that when it's time for the employees' annual reviews/pay increases, any positive customer comments will affect the review. Asking customers to provide positive feedback may be the only way to get it. People are much more likely to complain when something goes wrong than they are to compliment when something goes right. Just look at most of the entries on this site alone; I'd bet that 90% of them are complaints.

As for the clothes they wear, I think they do that so that customers can easily identify the employees. When I worked there we were allowed to wear anything as long as we were neat, clean and professional-looking. We weren't required to wear black as they are now.
Ponie on 2008-02-10:
I'd rather see them in black and white attired (sic) than over-size shirts and baggy pants with the so-called waist at the middle of their thighs.
Anonymous on 2008-02-10:
Signing their name makes them more aware that they are accountable for their service - even if they are just ringing you up. I like the idea.
Principissa on 2008-02-10:
I have no issue with the way they dress. I think it makes them look neat and presentable. If I walk into a store and see employees dressed in pants that hang so low they show their boxers and looking like they just rolled out of bed and put clothes on, I would be less inclined to shop there. As far as the receipt thing, I'm not a Macy's shopper. I can find better deals at penny's or Kohl's, but I think it's a polite way of asking you how good of a job they did.
thensider on 2008-02-11:
I am 99.9% sure that they do not get a 'bonus' for you completing a survey. think about this. You go into the store and you are just LOST. an associate politly shows the way to your chosen item and asks if there is anything else they can do. "You need 'x' product as well? I'll go get that and leave it at the register, so it will be there when your ready to check out. " When you leave the store, do you remember that persons name? no. Do you seek out a manager and thank them for the great service of that person? no. Most people only remember the name of the person who DIDN'T help them, or who was rude. I think its perfectly fair them to write their name on the receipt, so that if you feel inclined to comment, you can, because chances are you won't remember that persons name when you get home.
Chile on 2008-02-18:
Actually, "thensider" I have to disagree with you. I work for Macys and have done so for about two years now. The reason employees write their name on the receipt is because if they are a Macys cardholder they could get a survey in the mail asking the customer about their service. Whoever that customer recognizes as providing "outstanding service" (and if and only if they give the store an "overall outstanding" rating as well) gets a $25 gift card and the letter is placed in their permanent record which is a real treasure when review time comes up. If they are not a Macys cardholder, they can still go online and fill out the online survey about the associate. If it is done that way, the letter is placed in their file, but they do not receive a gift card.

Personally, I hate doing it. I feel like I'm selling myself. So, by and large I do not follow that policy. I write my name on the receipt but I refrain from the spiel.

Oh and as far as clothing goes, I don't know about any other areas beside Macys West, but on the west coast we are allowed to wear what we want as long as it is clean, neat and business casual. I do know that Bloomingdale's employees are required to wear black and white, though. Just my 3 cents an actual Macys employee. :)
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Thank you to Dan in Men's Department
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BURLINGTON, WASHINGTON -- I was shopping at Macy's yesterday and had my arms full of robes by the time I got to the register, Dan was great, he patiently waited while I found all the coupons I hoped to use and when we discovered that one had a deadline of 1pm and it was far beyond that time he just told me he was sure it was 1pm somewhere. I love the customer service Macy's provides, even in the craziness of the Season Dan had a great sense of humor, gave me great Macy's customer service. Thank you again. Valerie
     
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Wonderful sales person Sophie at Macy's Shoe department - Newport Mall, New Jersey
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JERSEY CITY, NEW JERSEY -- Sophie could not have been more helpful. It was a pleasure dealing with her and I appreciated all the help she gave me.
     
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Compliment
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WEST GRAND FORKS, NORTH DAKOTA -- I received wonderful service from an employee named Amber. I had all but given up trying to find a particular item of clothing. She spotted me and came over to assist. She was wonderful and ever so helpful. I ended buying four of what I was looking for as they were all just perfect for my needs. She was so diligent in searching for what I wanted. Thank you!
     
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Excellent customer service
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EUGENE, OREGON -- On October 13th, the women in our family went on a major shopping spree at Macy's. Tiffany in the Casual Sportswear/Jeans department was extremely helpful and knowledgeable. She helped all four of us to find jeans that actually fit- no small task. So, we are writing this note to acknowledge her outstanding customer service.
     
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Connecting
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PALO ALTO, CALIFORNIA -- I was buying three pair of pajamas this afternoon, and Bonnie, the sales person, made a fine impression on me; she was warm and helpful. I'm grateful for that, as buying size xl pajamas as a woman in her sixties is not that much fun. Bonnie make the purchase pleasant!
     
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JDSmith on 2009-08-04:
how nice.. another Macy's compliment from a first time poster who knows the name of the sales person

you think they'd at least mix up the content a bit, and not seem so obvious with these free ads they keep posting

DebtorBasher on 2009-08-04:
What does the size of your pajamas have to do with how wonderful the sales clerk was? Did you think she was going to tell you they would look ugly on you? They are SALES clerks, they will tell you that your bald, toothless, scraggly, flea infested cat was cute if it meant a sale for them!
DebtorBasher on 2009-08-04:
Connecting Pajamas? LOL!!! I'm not going to ask and no one can make me!
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Perry Employee Number 573059
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BRIDGEWATER, NEW JERSEY -- Perry # 573059: I am in sales and Perry did a excellent job helping me pick out a few casual shirts since I can't match a thing.

Thank You, Perry
     
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