CA -- Last night around 6 pm, 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 her saying "Excuse me" and she turned and walked 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!
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 **, 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.
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 sales clerk 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.
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 employees 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 attires. It is like an ongoing funeral service.
Do not ever buy furniture from Macy's! I bought the Metropolitan dining room set and had to refuse delivery 3 times due to damaged pieces. Even the furniture that I did not refuse has nicks and scratches on it that I just chose to ignore, because Macy's has been such a hassle to deal with. I submitted a review of their product online and they didn't post it. They only post good reviews. Don't be fooled by their website.
That's how I got tricked into buying furniture from there. Their quality control is horrible and I would not recommend it to anyone. Just Google Macy's furniture and you'll see the actual reviews from consumers who are not satisfied. Avoid Macy's at all costs! Save your money!
LAKEWOOD, CALIFORNIA -- I needed to return a Typhoon Crème Brulee torch I had received for a Christmas gift 9 month ago. The associates told me that it was out of the system and that they could only give me $1.96 credit for the item. The item had a return label and a price tag, which had a price of $25.00. I realize that if not in your system, then I would not get the whole amount back, but $1.96? I was going to purchase a $100.00 toaster oven and the store manager couldn't even offer me $10.00 for the return/exchange? I find that hard to believe.
I provide that service for my customers at my business, that's how I stay in business. I will be posting the complaint on several websites, unless this can be rectified. Needless to say, I did not feel comfortable purchasing the toaster oven at Macy's, in case I had to return it. I never run into this type of poor service even at low price mega stores.
BURLINGTON, WASHINGTON -- I was shopping at Macy's yesterday and had my arms full of robes by the time I got to the register. ** 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 1 pm and it was far beyond that time, he just told me he was sure it was 1 pm somewhere. I love the customer service Macy's provides, even in the craziness of the season, ** had a great sense of humor, gave me great Macy's customer service. Thank you again.
WEST GRAND FORKS, NORTH DAKOTA -- I received wonderful service from an employee named **. 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!
EUGENE, OREGON -- On October 13th, the women in our family went on a major shopping spree at Macy's. ** 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.