Macys Complaint - Horrible customer service
I placed an order purchasing a 3 piece Bill Blass Spinner Luggage set. The item was selling for $39.99 as part of a big Thanksgiving Day online sale and I purchased it using a 20% off coupon code, thus supposedly paying $29.99 and getting free shipping for the item. When it arrived, I received a totally different piece of luggage and was charged $71.99 for the item. After several phone calls and many hours spent talking to a rude, incompetent customer service center, and unfulfilled promises about managers calling me back, someone worked with me the next day to "fix" the problem. She said she sent me a return shipping label for the wrong luggage, credited me the difference in the cost, and sent me out the correct product as well as a $15 gift card for all my troubles.
I never received the luggage or the gift card and, after a few weeks, I called Macy's to find out what happened. They told me the product I wanted was no longer available so they credited my account. I checked my account and it was never properly credited and I also saw that product was, in fact, still available and in stock on the website, so I emailed customer service on December 27th to explain the situation. After several more ridiculous email exchanges, I finally got the full credit for the item I was told I'd get a $15 gift card in the mail. I then emailed to ask why, if the product is in stock, I could not get it shipped to me at the price I originally paid. They emailed back saying they could not place the order for me online, but that I should call customer service referencing the UPC code (which they gave me) and order number to show my original price and they would handle it.
After spending almost another full hour on the phone with customer service this morning and getting the runaround yet again, I was told they will not be able to send it to me for the original price I paid and that I would now have to order it for the price it is selling for today.
Overall, it was a horrible experience and I am so frustrated at this point that I am planning to cancel my Macy's credit card and cease shopping there forever.