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Macy's West Complaint - Ignored in the Macy's shoe department! - Poor customer service at Macys!
Poor customer service at Macys! - Complaint
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 of said "I'll be right with you" and I would of 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 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!
Comments:
Posted by 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!
Posted by 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.
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.
Posted by 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!
Posted by 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
Posted by 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.
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.
Posted by 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 of at least acknowledged my presence though. Thats 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 thats 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!
Posted by 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.
I prefer fast service, too. Personal service sometimes even makes me feel uncomfortable.
Posted by 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
Posted by 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.
Posted by 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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