Macy's Reviews

I am submitting this complaint to document an ongoing issue with Macy’s involving defective merchandise, an improper refund, and unacceptable customer service. On December 19, I placed an order for a brown buffalo leather Mancini laptop backpack. The item arrived before Christmas. While the appearance was initially satisfactory, I discovered a defect: a sharp metal component could be felt inside the main compartment when opening the front pocket. Given that the item cost $240, even at a sale price, I did not feel it was acceptable to keep a defective product. I initiated a return and reordered the same backpack.

Macy's Customer Service is HORRIBLE --- they are not from the US and extremely difficult to understand. The language barrier makes it very difficult to resolve issues. You constantly go in circles, over and over again, and not helpful. I have been dealing with an unresolved issue for over a year.... Customer Service did not care, stated I can cancel account once I pay them off. Years ago they were a good company. Very, very Disappointed in Macy's today. Not worth my time and frustration. Would give them a negative star review, if available.

Subject: Deeply Disappointing and Disrespectful Customer Service Experience. I am writing because I am honestly shocked and hurt by the way I was treated by Macy’s customer service. I purchased four (4) eGift Cards for New Year’s, but only three (3) were ever delivered. One card was never emailed to me. When I contacted customer service, they could clearly see that the card was never sent. Despite this, I was told I had to wait 7 business days for a review, instead of receiving an apology or an immediate correction. I explained that this was a New Year’s gift and asked what I was supposed to do. The representative responded in a cold and dismissive tone, saying: “So what? The person can wait another two weeks for a present.” That comment was incredibly disrespectful and completely lacking in empathy.

Been trying to get paperless billing like I USED TO HAVE WITH MACY'S. I have mailed requests in. I have called and been on hold with numerous employees who when they finally get back to me want to reinvent the wheel. I am so tired of 5 to 6 sheets of paper, with an envelope from macy's every month. Waste of time and paper.

I visited the Mac Cosmetic counter on Monday December 23rd, 2025 around 1:46 p.m. Check register receipt and sales person number who rang that sale up. She was very deceitful. I told her that I wanted lipstick Shimmer Bronze. I trusted her thinking that would be the lipstick that she had given me. However, I never checked it before leaving the counter. After leaving, something just said check your lipstick, only to learn that this salesperson had given me the wrong lipstick, and she was very aware of what she had done, but I didn’t know right after checking out because, I trusted as a loyal Macy’s customer this what she had had given me the correct lipstick when I found out that she had given me the wrong lipstick!

I attempted to make a payment over the phone but was told the system was down and the payment could not be processed. Despite this, I was still charged a late fee. When I called to have the fee removed, I was told it could not be removed because there was no record of the system being down.

The absolute worst customer service I’ve ever experienced. They are based in the Philippines, and do not have a good understanding or usage of the English language for starters. I owed a minimum balance, I paid it via phone and asked for my credit card to be released so that I can make a purchase to be delivered by Christmas. I was on the phone for 1:45 mins total w FOUR diff customer service reps. None of them were helpful including a “supervisor.”

I had an extremely positive experience at my local Macy's today, Waterford Lakes, in Orlando, FL. One of the employees who worked in the women's department near the dressing rooms, JAHIRA, went above and beyond to guide me with style suggestions, finding the size I needed, explaining the store credit card, and providing overall assistance. She was so amazing that she deserves a bonus for her customer service!! Before today, I had only been in this store once, shortly after it opened, but I will be back now! And your sale prices were fantastic!

I bought a couch, November 2022. Macy’s has a horrible third-party vendor. They reject claims that should not be rejected. Luckily, today I spoke with a customer from Macy’s called Charles ID ** and he was amazing and refunded half of my purchase because my couch is damaged and Macy’s third-party insurance rejected the claim that shouldn’t have been rejected. I referred this couch to my mother-in-law. She also purchased the same couch. It’s a great couch. Just got damaged from a pet.

30% if sign up for Macy's Amex. They do not tell you a material limitation of 100. I bought a 2k item expecting 600 only to find out it was limited to 100, they told me it would 600 and omitted the limit intentionally. Safe to say hell will freeze over before I buy anything from Macys ever again.

Macy's constantly leaves security tags on their online orders!! It is a pain and there is not a location close to me. Buyer please beware! Macy's used to be better, they have done this to my shipments multiple times now.

Macy’s itself far as in store is good, but the online purchases dealing with issues and bad situations are very poor. The way that they claim that their rules and regulations are being carried out, hurt their own bottom line and also turns the customer off from wanting to purchase from them again. Why would you not offer a gift card for a return or any item that has to be refunded for any reason when the buyer's intention is to buy more from your store or replace the item with something that they would want to replace it with?

My name is Iris and I've been a Macys customer for over 10 yr. On Monday 12/01/2025 I purchased at Dadeland Macys in Miami Florida a perfume Jimmy Choo for my daughter a Christmas present. On Tuesday 12/02/2025 tv had commercial advertising the same perfume 15% off. I call what I thought was customer service it was somewhere in the Philippines. I was told by Ayra rep that I had to call local and gave me a number 305 662 3400 that no one answer. I call 305 594 6300 number and a very nice young lady (sorry did not get her name), tried to help only solution return the perfume and buy it online.

I have NEVER had an issue with my orders, in all the years I've shopped with Macy's. This past week I had an item missing from the pickup order. I was told I WOULD NOT be able to get a replacement, that a refund was the only option. Days later, I had not heard anything, so I reached out again, I only to be told the refund was denied. ON A MISSING ITEM. This has to be a joke.

I would give Macy’s a zero if possible. I placed an order to have shipped to my son. I read the notice of the cancellation window. I changed my mind about a few items knowing my son won’t return them in a different state if he couldn’t wear them or even ship to me where there is NO Macy’s located in my state at all. So I tried a chat and then called. BOTH said that the items couldn’t be cancelled IF the order had been “processed” meaning already completed. My order still said processing. Meaning active. They would not. Their own words are advertised as contradicting. I will never order from Macy’s again.

I have had nothing but frustrations since I made this order. I ordered from boots to toys to makeup and have gotten nothing but emails from Macy's about this delay and that delay. It is beyond ridiculous. I have paid my money but to this day not one order has been sent from them just email of delay every day. Now I’m forced to go to local store and find last minute gift to replace those I ordered. I will be returning them when and if they ever get here. At a time where money is tight Macy's you need to do way better with getting ordered you advertise to have to the customer who orders them. If you know you can’t get the item then take it off your site. This is not good customer service especially during Christmas where people are ordering gifts. Do better for the public. Fyi I tried to do a no for recommendation to friends but for some strange reason reason lol it won’t let me click it. Why Macy's?

Very disappointed in Macy's, ordered a dress for a holiday party. It was ordered on Nov 27th and I was told the package would arrive on Dec 4 then Dec 5th. Now I'm being told Dec 12. If I was told I wouldn't get the dress until Dec 12th I would've never ordered the dress. Now I will have to buy another dress for the party and return Macy's dress. It's just unbelievable that if you go on Macy's website right now and order the dress they say you can pickup in store by the 10th but mine won't be delivered until the 12th. Doesn't make sense.

I called and tried to pay my bill and spoke with Shello. It was the most awful Customer service. I gave her tons of information and she concluded that I couldn’t verify my account pay my bill. This is frustrating when I have past due payments.

I was overcharged by Macy's by over $2000. They denied it, I have to fight so hard to get my money back. Be careful moving forward. This company has done this to me multiple times and I'm really fed up.

I had a wonderful experience buying a diamond and a cubic zirconia from Macy’s. I will recommend them. I bought a 1/2 cr ring for myself. I bought 1 cubic zirconia for my daughter. The customer service was great and my rings came on time.

Just what is Macy's star rewards money? Star rewards money is received to customers doing any purchase of $100 or more will be applied $10 to your account, if you use a Macy's credit card or your personal banking credit card or debit account, correct? If so, where is my $10 Star reward money? It's showing online but I can't use it? I have been talking to a customer service representatives in the Philippines for over an hour. He and 2nd call representative, she have been talking over an hour. They've asked for personal information, my birth date, my last four digits of my social security number, even my entire social security number? I had to hang up to ask my bank, "Am I protected?"

I’d like to recognize Annie at Macy’s Fair Oaks in Virginia for her outstanding customer service. Thanks to her kindness, professionalism, and efficient assistance, I was able to find exactly the garment I was looking for. Her dedication made my shopping experience easy, enjoyable, and truly memorable. I left the store extremely satisfied and grateful for her exceptional help.

Don’t pay for upgraded shipping!! They will still send it using the slowest method possible!! They did refund me the shipping but still leaves me in a jam as I needed the stuff quickly. Never ordering again from the site!!

Updated on 11/21/2025: Finally I received the item today.

Never will I shop online with Macy's. They have customer service that is clueless and then put you on hold and after a while they direct you to take survey and never helped you with the issue. Horrible and unprofessional.

Worst company I've ever dealt with. Stole money from me, will not refund or cancel. I have never, in my entire existence, have dealt with such a terrible organization. They deserve to go bankrupt and live on the streets.

I did the pre-sale for the men’s cologne at Macy’s on October 25, 2025. I went back to pick up my order on October 27, 2025. For whatever reason the sales person did not give me a pick up slip, but I did have my receipt and they was refusing in some words to give me my order. I told them that they either refund my money, get a manager or call the police. For whatever reason this ** male associate decided to put his two cents into the Conversation. Was not a part of helping or the sales. He was rude. He was disrespectful. He cussed me out in front of the manager and then he walked away and came back and continue to be disrespectful. He decided to leave the Store. That’s when the manager said he won’t be back. I inform the manager at that I wanted to do a formal complaint so she took me up stairs.

In the last few years there have been many mistakes being made by Macy's Logistics in Martinsburg, WV. The online experience has been ridiculous. Expensive orders should not take 3 weeks to arrive. When Dustin ** and James ** were there we NEVER experienced this. I guess this company thinks that AI is a good idea, but they need to think AGAIN!!!!

I am beyond upset with Macy’s furniture! I have literally spent my entire morning on the phone getting switched around from one “customer service” to the other with zero help. I ordered a sectional couch August 11, 2025, the price, tax, shipping and cost of couch was $3572.37. I used a 2000.00 dollar Macy's gift card that left me a total of $1572.37. They charged my Visa two times. Once for $1589.00 then another time for $879.66. A total of $2468.66 stealing $896.29 from our account overdrawing our account and me spending literally the entire morning on the phone getting nowhere.

3 levels of ABSOLUTE garbage! To be correct, I only visited the women clothes and underwear departments. Buyers of these departments should be arrested by fashion police and health organizations! Mountains of garbage clothing or underwear made out of polyester, nylon, Lycra, lace or combination. Awful colors! You cannot pay ME to wear ANY of those things, much less to pay $50-300. What is wrong with the executives of this company? Did you ever visited your own sites or your website for that matter? You should start a bonfire with all of them and start all over. Don’t worry I’ll, it will burn right away! Constructive criticism: you are partner with a lot of big brands, try to allow them to advice you about fashion, quality and fabric quality and not vice versa.

I had a wonderful experience at Macy’s in Edina, MN. Kristine ** in the jewelry department was outstanding! She is professional, patient, and very knowledgeable. She took her time to show me everything I needed and made me feel valued as a customer. Macy’s is lucky to have such a kind and helpful associate. Thank you, Kristine, for the excellent service!

I usually enjoy shopping at Macy’s because they have a wide variety of products and some really good deals during sales. The store is clean, well organized, and most of the staff are friendly and helpful. Sometimes the checkout lines can be a bit slow, and not every associate seems knowledgeable about products, but overall I’ve had good experiences. I would recommend Macy’s, especially for clothing and home items.

I bought a housewarming gift that took so long to arrive, that the couple bought the item in the meantime!!! Plus, the automated phone system only allowed two options, neither of which fit the situation. And you couldn't talk to a person! Poor customer service!!!

I purchased an ER KANG Wooden Foldable Pilates Reformer Machine through Macy’s, and it turned out to be unsafe and defective. The equipment is unstable and poses a safety risk. I have been trying for months to return it, but Macy’s refuses because it is past the return window. This isn’t just a return issue, it’s a product safety problem. Very disappointed that Macy’s will not stand behind the safety of what they sell.

I cancelled an order of an item I purchased online ten minutes after I made the order and over a week later my credit card has still not been refunded. I called the 800 customer service number and had a bad experience with a rep named Jen. Her accent was irritating and she struck me as ** and mean spirited. And I am not sure what she told me was correct. According to her it could take up to a month to get my credit card refunded.

I keep having items I order go to last act shortly after ordering them and while they're in shipping. I do a lot of online shopping and am fed up with the scam act of Macy's by sending items to last act after you buy them to try them on knowing it will most likely be a return. This repetitively happens and this last order was their last chance. A BBB complaint got hastily closed out but in reality I work and sometimes forget I file things like that and you need to give someone at least a week to reply not 24 hours close case. I'm now out another $30 for a shirt I can not wear and it will take too much tailoring to fix it so it isn't worth it. Give me a darn refund! Not only is this a fraudulent practice it is not coincidence it happens a lot. You lost a for-ever customer because of this practice macy's!

Multiple times over the past two weeks have tried online via "account" and "credit card" to pay bill slightly over $47. Error messages every time with ending of "try again later". At last try, a phone number to "tech support". Called, reached a person who couldn't speak fluent English and couldn't understand what he was requesting. Spent 45 minutes trying to resolve whatever the problem was on Macy's end with no success. Then online searched corporate phone-NONE, only customer svc.

They will do anything to shove a credit card down your throat (they just ask: do you want a store card without mentioning it's a hard pull on your credit score) and then they will put only part of your purchase on it, you will never activate the card, you won't even know they charged you something on the card because you paid with another card at the store, and then next thing you know you owe the bank a lot of money and your credit score will be destroyed for several years! I wish I had never bought anything at this store.

Workers are great there except the supervisors. They need more training on how to treat their employees and nobody should be wearing 4 inch heels. It's not professional and then today I saw a person storm out upset. This cashier has rung me up on many occasions with the best service ever! And the way she deals with the most complicated customers is beyond me. She handles them like a pro. I accommodate to the extreme.