• Macy's

Macy's

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Overview

Macy's has a rating of 1.8 stars from 1,455 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Macy's most frequently mention customer service, credit card, and next day problems. Macy's ranks 104th among Department Store sites.

  • Service
    377
  • Value
    336
  • Shipping
    313
  • Returns
    276
  • Quality
    288
Positive reviews (last 12 months): 8.2%
Positive
6
Neutral
0
Negative
67
152
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How would you rate Macy's?
Top Positive Review

“I love Macy's”

Kay N.
2/27/24

I recently ordered two robes from Macy's. They are soft, roomy and I love them. Ordering from them is easy and they deliver in a short amount of time!

Top Critical Review

“Merchandise is from outside vendors.”

VALERIE D.
10/23/24

I ordered a jumpsuit and within 24 hours called to cancel it. Was told that the VENDOR would respond within 24-48 hours that they received the cancellation request. Haven't heard a thing and my item is still being processed. Three days later. When I click on the tracking there is nothing there. Macys customer service rep told me it shipped. I can request a refund if the item is not here in 6 DAYS? The website said 2- days.

Reviews (1,455)

Rating

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Reviews that mention popular keywords

customer service (435) credit card (97) delivery date (14) credit score (18)
Thumbnail of user victor77177
Texas
1 review
2 helpful votes
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November 28th, 2023

We went to Macy's in The Domain, Austin, to buy a new pair of shoes for my wife. They didn't have her size in stock so they ordered it online for us. We received the shoes today and were shocked to find out that they sent us a pair of second-hand, worn shoes. The shoes were dirty and smelly and full of short hair. It is blatantly clear that it is a used item. I immediately called Macy's and were advised to return them to a Macy's store. We are two hours away from the nearest Macy's so this is a huge inconvenience for us. We expected a brand new pair of shoes, yet we received a disgusting, dirty, second-hand pair. Not a very pleasant experience.

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user tiffinyn1
California
0 reviews
0 helpful votes
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December 31st, 2021
Verified purchase

Bought two pieces of jewelry at the end of November. Next day they went on sale, Family and Friends sale 30%off. I called customer service for a price adjustment and stated she'd credit me the difference and would be on my credit card, never happened. Called Macy's Customer Service again, 3 people later who I could barely understand promised another credit to my card again. This time only partial credit received! It's not that difficult! I'm not calling a fourth time and staying on hold again for 45 minutes as I get transferred from one operator to another. I won't be shopping Macy's anymore. A simple call for a price adjustment turned into a very difficult task apparently.

Products used:
Jewelry given as gift

Service
Value
Shipping
Quality
Thumbnail of user unhappyshopperb
Maryland
1 review
0 helpful votes
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January 6th, 2024

You would think that a store that has high prices would have better service. I can get better at service at cheaper stores. They said it in processed but it has been to months that I have requsted help with my problem. Thank you a lot macy"s for nothing I will never shop here again but I will continue to try to get my money. Unhappy shopper

Tip for consumers:
I thought macy's was a better store than this from now on not for me if it take me for two month trying to get this problem fixed.

Products used:
shoes that i never receive the sale person put wrong adress on order and had my driver information in her hand.

Service
Value
Shipping
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Quality
Thumbnail of user lisbethe3
Florida
1 review
0 helpful votes
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December 22nd, 2022
Verified purchase

For Christmas I made a purchase at Macy's and pay extra to get my kid an expensive toy, so it was the only gift that I can buy for him. Now Macy's say we are sorry but it's not going to be here on time and also, we can't refund or even made a good discount for the inconvenience. I bought it with time, but now I don't have the time to get the only toy that he wants for Christmas. This is incredible that this company after a mistake like this can't even made nothing to repair the damage.

Thumbnail of user vennym
Canada
2 reviews
3 helpful votes
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March 21st, 2022
Verified purchase

I made an order of 2 pairs of shoes in November 2021, Unfortunately, I receive just one pair. I made follow up emails several times, calls but nothing has done yet. The customer service promised me to refund but nothing yet. I'm very disappointed with this site since it was my first purchase. I made an order November 2021 and it's March 2022 still following up with no success. Please refund me

Products used:
shoes

Service
Quality
Thumbnail of user elizabethf1024
New York
2 reviews
4 helpful votes
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October 26th, 2023

Online Macys site states available
Placed order, now over 90 day back order
Then they want me to give them my credit card number every 25 days while I wait.
Do not order from them, when I called customer service, I had a difficult time understanding the operators located in the Philippines, I was transferred 4 times still not one can answer a question.
Macys online site is misleading and a waste of time. Chair is not made and they cannot say when it will be? What a waste of time.

Thumbnail of user arlenep169
Rhode Island
1 review
0 helpful votes
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November 3rd, 2023

I was exhausted after trying four different times to correct an online order. CSR do not listen or comprehend what you are explaining to them in the first place so how can they be expected to correct a problem. The accented speech is extremely fast and difficult to follow so I finally cancelled the order.

Thumbnail of user sonibiotek.88
Texas
1 review
0 helpful votes
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December 1st, 2023

I purchased an item in-store along with several other stuff, on thanksgiving weekend (Sunday). The lady at the counter charged us for all the items but did not put one of them in our bag. It skipped our attention. She also said that we would get the receipt in the email. Upon reaching home, we realized that we did not get one item, despite paying for it. I also checked my email inbox but there is no receipt in the email. Thankfully, my online account has a charge and a scannable barcode associated with this purchase. We thought that this will allow us to get the refund or the purchased item. But now, the online chat help says that she needs the physical receipt. This all seem to be a long loop to keep the customer stuck. I am pretty disappointed. I don't know if I'll shop again in near future at Macy's.

Thumbnail of user debrac314
Texas
2 reviews
2 helpful votes
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October 17th, 2023
Verified purchase

I am so outraged at Macys customer care, I paid for two kids sheet sets, I received them, only to find on package without the pillowcase and fitted sheet, I've put in a claim twice and both not approved, I don't get it, it's not fair, Macys customer service really sucks! The do not care just sitting on the other side of the screen rejecting customers requests, calling them a liar, and a thief, what kinda store does this. Second time this has happen to me. Poor customer service…

Service
Value
Shipping
Returns
Quality
Thumbnail of user gloriag563
Florida
1 review
0 helpful votes
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February 26th, 2022

I ordered the Candace queen bed (on sale of course and while on the surface, the bed did look good, until further inspection after unpacking it, I noticed the following issues. The bed arrived with a big hole in the back of the headboard as well as the wood on one of the legs was chipped off. Apparently Macy's QC team and Factory inspectors need to be retrained on looking for defects in their product because this bed should not have left their warehouse in that condition. And as I left this same review on their website over a week ago, Macy's has not posted so this is why I'm posting it here.

Products used:
Candace queen bed

Service
Value
Shipping
Returns
Quality
Thumbnail of user joseg1666
Florida
1 review
5 helpful votes
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September 27th, 2023

Purchased a 10k gold beaded ankle bracelet for my wife's Christmas present only to learn that the 10k gold has now turn brown. I try multiple ways to get a credit or exchange but they have told me that they can't after 30 days. This will be the last time I will use Macy's for anything. Simply put, don't get fooled by the low prices and misleading descriptions.

Service
Value
Shipping
Returns
Thumbnail of user dorothyd283
Nevada
5 reviews
10 helpful votes
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October 10th, 2022
Verified purchase

Do not try to avail yourself of Macy's Customer Service. It is essentially non-existent. Whatever your issue may be you will have to repeat it to a number of so-called representatives a number of times after having been transferred a like number of times, each representative saying "I will take care of your problem, ok?" only to be transferred where you will be asked to repeat all information starting with "what's your problem?" And at the end of this minimum of an hour call? Nothing has been taken care of. Nothing. And you can't email Macy's. Nor can you live chat. So if you are deaf or hard of hearing or unable to understand broken English you're especially out of luck. Very very bad customer service. No customer service at all. My Macy's cards are being cut up and trashed.

Tip for consumers:
No customer service. Shipped to wrong address. Check email immediately after placing order to make sure they are shipping to correct address. They will not help if shipped wrong!

Products used:
None

Service
Returns
Thumbnail of user kristier41
California
2 reviews
5 helpful votes
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February 12th, 2021

Ordered 3 items. One month later I find out that the package was returned to vendor. No email, no phone call. I even signed up for text updates. Two more weeks until I receive a refund. Never using this site again.

Tip for consumers:
Buy elsewhere

Products used:
Never received

Service
Value
Shipping
Returns
Thumbnail of user nickl173
Georgia
1 review
3 helpful votes
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November 12th, 2019

After 30 minutes on the phone, apparently they don't want my business, and said as much. I've shopped with them for over 20 years, but apparently have made too many returns. I expect that, since this is an online vendor, I should be able to try on a couple sizes of items and return whatever doesn't fit. Apparently not!

Tip for consumers:
ONLY BUY WHAT YOU INTEND TO KEEP!

Service
Value
Shipping
Returns
Quality
Thumbnail of user marcusd18
Ohio
1 review
2 helpful votes
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December 2nd, 2013

Item value and savings are not much better than reputable companies and sites. Was contemplating a purchase until i saw the most recent news of their suit against a customer who simply complained. I guess if you can't make your money legitimately...

Thumbnail of user michaelj56
Illinois
1 review
5 helpful votes
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November 15th, 2013

Awful business practices. Terrible customer service. Can not get anybody on the phone. Uses blackmail and extortion to try to prevent you from exercising your 1st amendment rights when posting a very well deserved negative review. Stay away from this company

Thumbnail of user danr27
Washington
1 review
2 helpful votes
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November 15th, 2013

Google for "Kleargear disparagement clause" and note that as of 2013, during the ordering process you (usually unknowingly) enter into a legal agreement with Kleargear that you will not post anything negative about them, or be subject to a $3,500 fine. We need to teach Kleargear a lesson! Luckily, I've never ordered from them, so I have not entered into their legal agreement. Hence, I can publish truth about them on behalf of those currently being sued (e.g. Jen Palmer). Kleargear's non-disparagement clause will likely be tossed out in court, but even THINKING that this was a good idea is horribly misguided.

Thumbnail of user spencerg71
California
1 review
0 helpful votes
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May 26th, 2022

$58.00 Skechers flip flops and the upper straps to hold your foot in place are way to tight/small. I did order a full size larger for a more roomy fit BTW... I call customer care *******229 I talk to a poor english speaking person on the other side of the world who can not find my order number or return reference number as I read them off my shipping receipt. When she finally finds my information she tries to barter asking (how about we refund 10% off the price) then says how about 15%. I let her know i have no use for flips that will not fit my feet then she starts with the (your phone is cutting out i can't hear you hello, hello, CLICK!... After a closer look at the mini-label on my new flip-flops i notice (made in china) They will never see my money again...

Tip for consumers:
Hard PASS on Macy's online store very poor services never again.......

Products used:
none

Service
Value
Returns
Quality
Thumbnail of user davea60
Minnesota
1 review
0 helpful votes
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April 22nd, 2016

I tried to exchange my shoes that were two different sizes but would only give me a partial credit towards new shoes. Worst experiences ever dealing with 2 managers who basically said it was my problem for not having the original receipt.

Service
Value
Shipping
Returns
Quality
Thumbnail of user erict443
California
3 reviews
19 helpful votes
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July 12th, 2020

Boy, this dying company definitely isn't what it used to be. Extremely long shipping periods, multiple packages lost in the mail, pathetic customer service who are rude and dismissive after being on hold for 45 minutes. I will never order from this company again, has been a nightmare and it's obvious why they are swiftly going out of business. Would have rated zero stars if I could.

Thumbnail of user annag1187
Michigan
1 review
0 helpful votes
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August 7th, 2022

Bought 3 items online mid-July. Two RL t-shirts at a regular price of $45.00. One pair of sweat pants advertised as blue. Light blue looked very purple. When t-shirts arrived, they both had tags saying $29.50, but I was charged $45.00 each. No return label. Took them to store yesterday. Was told there could be no refund as items were purchased more than 90 days ago. All this even though items were on my current July statement. I live a distance from store, and finally received a fractional refund after talking to 4 cashiers. Came home and called Macy's credit. Spoke to 3 people whose English was poor at best. Macy's online crooked me. The store was a nightmare of many workers who were in groups having personal conversations.

Tip for consumers:
Do not use online service!

Products used:
None!

Service
Value
Shipping
Returns
Quality
Thumbnail of user heatherg27
California
8 reviews
20 helpful votes
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November 9th, 2015

They were great about a price adjustment. But one of the 3 shipments my order never arrived. Okay, they refunded my money. Then they sent me a 30% off 'We are sorry' coupon that didn't apply to my cart, continuously. Apparently, if even one of your 8 items doesn't qualify, none of your order does. Their customer service told me I did, in fact, have to play 'musical checkout items' to figure it out myself. A week later. After the coupon and that sale expired. So all I'm left with is meh. I di almost all my shopping online. Too many other retailers to waste my time with whatever Macy's has going on.

Thumbnail of user kathleenh194
Florida
2 reviews
7 helpful votes
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December 17th, 2018

I have closed my account after many, many years! Their online support is so, so horrible! People are rude, and most important, they do not take care of the problem you are calling about. I have spent hours trying to resolve a refund, each time being told it was done, and never happening... I mean, literally months! What a shame, I love Macy's things, but absolutely not worth the headache dealing with people who don't understand or speak English correctly.

Thumbnail of user michaele1909
Texas
1 review
0 helpful votes
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September 15th, 2022

When it took half an hour to complete a return (WITH receipt) at the store, there was not much time left to shop. I called in with my complaint and was greeted by "Juan". He asked what the problem was and pretended to listen, only to turn around and repeat the basic info from my account and then ask how can he help. If you hire people who don't give a damn about customer service, let alone speak English, you are in for a rude awakening. I told him he has helped me by giving me the final straw. I've been a loyal platinum customer since 2008. Goodbye Macy's.

Tip for consumers:
Macy’s spend a TON on advertising. They spend not nearly enough on training their people to do basic functions properly….. like speak English. The folks Macy’s hires are ignorant AF and have ZERO listening skills.

Products used:
Clothing items

Service
Value
Returns
Quality
Thumbnail of user wendellc12
California
23 reviews
77 helpful votes
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April 9th, 2017

I basically go here for one thing: Calvin Klein. It rarely goes on sale, even though every single day they are having an "amazing one day sale". The quality and price, even not on sale, is better than many more expensive brands. They also have some very nice bedding and towels, called the Hotel Collection. Can be hard to find a salesperson, but there return policy is very accommodating. Also had a salesperson dig around the site spend time calling other stores to find me the last piece existing of something I really wanted

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Macy's - FREE Shipping at Macys.com. Macy's has the latest fashion brands on Women's and Men's Clothing, Accessories, Jewelry, Beauty, Shoes and Home Products.

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