Macy's Reviews 2,991

DO NOT SHOP at Macys! Hours of calls to get refund for a returned item, UPS SHOWS THEY RECEIVED ITEM but Macys does not refund promptly. A month later and they are still floating money. This is deceptive trade practices….contact the Attorney General in your state. Incompetent customer service.

Macy's is pretty quick to charge your credit card when a purchase is made, but don't expect efficient service if you make a return. I shipped back a large item that was too bulky to carry through the mall for return. After 8 days from Macy's confirmed receipt in their warehouse, I'm being told I need to wait another 4 days for the refund. The agent I spoke with said it's MY bank's policy that funds won't be credited back until after 10 days. What? I acknowledge that Macy's serves a fair percentage of the population, but it's sad that they are not the quality retailer they were 10 yrs ago.

October 24,2025 I purchased a new Queen mattress set due to a mattress return warranty, I made these transactions in my local Macy’s Store, due to the fact that the mattress I had to make to replace the mattress I bought previously, I was required by Macy’s to pay for the mattress replacement upfront, so I paid for the replacement mattress with my Delta Bisa Debit Card that is connected to my Delta bank account, after the clerk wrong up my purchase of 1,387.06 I asked if the mattress refund for the original mattress that was being returned and picked up from my home would be refunded to my Delta account, it was then the salesperson told me she would check with the customer service department due to the fact the original mattress had be purchased on a Macys Credit card, we were told that I had to purchase the replacement mattress on the same form of payment that the original mattress had been purchased on, which was the Macys Credit Card, at that point the first payment that was made on my Delta card was cancelled by the salesperson and repurchased on the Macys credit card. All this took place, I was given two different receipts of the first payment and the cancellation as well as a receipt of the repurchase charged to the Macys credit card, but to this day 1-14-2026 I have not been refunded my money that was cancelled on my Delta Visa Debit card, I have called, sent emails, reached out to Macys Corporate office, sent all copies of all receipts as well as sent a copy of my Delta account to prove that Macys was paid 1,387.06 on October 24,2025 yet I still have not received a penny of my refund, instead every time I have called the Macys Credit department about my refund I’m constantly told that they have no record of my transaction of 1,387.06 but I have all the receipts and bank account proof that Macys was paid. I consider this as taking money from me and ignoring that I’m owed 1387.06 I went through Better Business Bureau and after forty days Macy’s won’t even respond to the Better Business Bureau concerning this issue. No wonder Macy’s is having financial problems, what kind of people is running this business?

Waiting for ever 4 shirt no delivery date 3 week no need to ever order anything anymore from Macy's

Terrible! Ordered Carolina perfume for $200! Received a $25 coffee mug from another Macys customer in FL! Called macys customer service was told it was a package mix up and there were two tracking numbers for the order? Assured not to worry perfume was en route and would arrive by Wednesday. I asked the agent to promise the perfume would truly arrive Wednesday. She stated she would call Thursday at 2:00 to verify receipt. Today is Saturday no package no call. I just got off the phone with Macys. There was never two tracking numbers or packages. They actually issued a refund after my initial call without telling me. Lies lies lies! I was never given a choice of refund or perfume. Is so I would have insisted on the perfume. Instead I was given a classic head fake. Making matters worse I’m getting mailed a Macys gift card? Seriously’ Not sure how Macys can stay competitive or in the blue ( in such a busy market space) by putting their best Interest (easy way out refund over making it right) before customer needs/wants. Prediction… Macys brand starts a historic fade out within the next 3 years….

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.

As a result of the original purchase, I earned $40 in Macy’s promotional rewards (“Macy’s Dollars”). A few days later, I applied those rewards toward the purchase of a pair of Franco Sarto loafers priced at $77, paying approximately $32 out of pocket.

The loafers were too large and were returned. Macy’s processed the return for the loafers before processing the return for the backpack. I received confirmation for both returns. However, Macy’s refunded only $200 of the $240 paid for the backpack, while fully refunding the $32 paid for the loafers.

I contacted Macy’s customer service to request the remaining $40 refund. I was informed that the amount was withheld because I had earned and used Macy’s Dollars. I explained that both items associated with the promotion had been returned, which should have resulted in a full refund of all out-of-pocket costs. The representative stated that this was “not how it works.”

When I requested a supervisor, the representative stated that the Macy’s Dollars had been converted into a gift card. I did not request, authorize, or receive notice of a gift card, nor do I see a gift card or Macy’s Dollars reflected in my Macy’s account. I clearly stated that I do not want a gift card and am requesting the correct refund.

At that point, the representative stopped responding entirely. The call was neither disconnected nor placed on hold. After approximately six minutes of silence and multiple attempts to confirm whether a supervisor was being contacted, there was no response. This behavior was unprofessional and inappropriate for a recorded customer service interaction.

Compounding the issue, the replacement backpack I reordered arrived heavily patinaed and appeared used. I returned it and placed a third order for the same item. That backpack arrived in similarly poor condition, with heavy patina and a sticking zipper. I will be returning this item as well.

This situation reflects repeated quality control failures, improper handling of refunds, and unacceptable customer service conduct. I am requesting assistance to resolve the outstanding $40 refund and to document Macy’s business practices related to promotional rewards, returns, and customer service escalation handling.

We brought a sofa bed and after approximately 2 years the heavy spring that opens and closes the couch snapped which caused the frame and couch wood frame to warp. The tech from Worry No More came after 2 weeks and reported that they are replacing the bed frame. They said it would take up to 3 months to have the frame delivered to our apartment from China. Then when it gets delivered they will make an appointment to have the tech come out and install it. The sofa bed needs to be replaced as per the warranty and they refuse and think that waiting a total of 5-6 months to repair it is acceptable. Contacted our Macy’s sales person who directed us to customer service. A lot of back and forth. Still waiting for the partial refund. But this is not the first time we had a problem with Macy’s and their furniture. They delivered our bed damaged. One of the drawers underneath the bed wasn’t aligned and working. They sent out a tech again who asked me for a piece of cardboard to shim the drawer rails. Again back and forth and they finally agreed to send a new piece for the bed. I will never buy any furniture or anything for that matter from Macy’s. It’s not your parents Macy’s or is it the Macy’s on the Miracle of 34th Street. The quality of the merchandise and the customer service and warranty company they use are horrible. I highly recommend not buying anything at Macy’s!!!

I have been a Macy's customer for over 20 years now and I shop both in-store and online. These past few online purchases have been nothing, but issues. I would receive either the wrong style or size and then I have to spend time to drive to the store to return it. Today, I was supposed to receive a shirt, but I received a dress instead. I am very unhappy about my recent online shopping experience.

I had an order that made it to FedEx and after seven days never moved. I called Macy's and they were like a loose hoe handle. They did NOTHING to check with FedEx to see what was going on. Buy somewhere else they will not help you at ALL!!!

I've been shopping on this site for a few years now but lately it seems that their prices are increasing too much. Returns are not as easy as they use to be.

I want to express my sincere gratitude to Rey, who assisted me at the Macy's store in Miami Beach.

I asked him for help finding a size XL pajama set, as it was a gift and that specific size wasn't available in the sales section. Rey very kindly informed me that there were more options available and that he would look for them himself.

In less than two minutes, he returned with several options, including the exact one I was looking for. His attitude was courteous, attentive, and very professional throughout the entire interaction.

Thanks to Rey, my shopping experience was truly exceptional. In an era dominated by robots and automated systems, where genuine human interaction is scarce, this level of personalized service is simply unparalleled.

I commend Rey for being an exemplary employee: kind, efficient, and a true asset to Macy's.

Usually Macys care a lot for the customers. That is my experience.

⭐ Unacceptable and Disrespectful Treatment

I purchased 4 eGift Cards for New Year’s and received only 3. Macy’s customer service could see that one card was never delivered, yet refused to resend it and insisted on a 7-business-day review.

What shocked me most was the attitude. When I explained the card was a New Year’s gift, the representative coldly said,
“So what? They can wait another two weeks.”

This is unacceptable behavior for customer service. Rude tone, zero empathy, and no effort to resolve a clear mistake. Macy’s should seriously review how their representatives speak to customers.

Fantastic customer service Experience at Macy's Park Meadow!
I recently had the pleasure of shopping for a DKNY Sweatshirt that I had been eyeing online (Macy's.com). After not finding it at the Cherry Creek Mall location, I headed to the Park Meadows Store, Where the customer service representative was super helpful . She informed me that the Sweatshirt in my size was in stock, but despite it showing up in the system , I couldn't find it on the racks.
I asked to speak with a manager , and that's when I had the pleasure of meeting Michael. He was incredibly kind, patient , and went above and beyond to help me locate the sweatshirt. Thanks to Michael, I found exactly what I was looking for.
Michael's level of customer service was outstanding, and his friendly, positive attitude really made my day. it's very rare to come across such a dedicated manager, and I can tell he truly cares about the customer experience.Michael is a top-notch manager, and because of his amazing service , I'II definitely be shopping at Macy's (Park meadow ) again.
Thank you, Michael , for turning what could have been a frustrating experience into a wonderful one!

Twice I tried to make online purchases using my Macy's card. Twice my purchase was canceled with no good explanation. I called customer service and was put on hold for 10 min with no help. Called back and after 20 min was told they would reinstate the purchase. However, it was not. Empty words unkept promises of service.

Multiple items I ordered all arrived. Had a return and was easy to return. Very satisfied with Macy's.

I ordered the Sedona Kitchen 10-Piece Nesting Glass Bowl Set from Macy’s.com. The set arrived defective, all five bowls had broken or missing lid clasps, and there were multiple broken clasp pieces loose inside the bowls, which suggests a quality or packaging issue prior to delivery.

After receiving the item, I noticed many other customer reviews describing the same exact problem, which made it clear this is a known issue. I contacted Macy’s customer service, provided photos, and requested a refund due to the widespread defect. Instead, the representative processed a reshipment and was rude and dismissive during the chat.

I later spoke with a different representative and was told that if I wanted a refund, I now had to return both the original defective set and the reshipped set when it is delivered, and that returns must be done via UPS only, not in store. I did not place a second order, yet I am now responsible for returning two packages for a problem that originated with defective merchandise.

With over 20 similar reviews reporting the same defect, reshipping instead of refunding felt unreasonable and created unnecessary inconvenience. The glass bowls themselves seem fine, but the locking lids are a core feature, and when they consistently arrive broken, the product is unusable.

This experience was frustrating due to poor quality control, inconsistent handling, and rude customer service. I would not recommend purchasing this item, and I hope Macy’s addresses both the product issue and how situations like this are handled.

Okreige. There was a lady in the shoe section and I was trying to get a bigger sizes so I returned my shoe and I was trying to get 2 sizes bigger but it was to big then I asked if there where any smaller and she said no. But I returned my shoes. Even tho I the where to small it made me mad because that’s how I know she never even wanted to check if there was one size smaller

Never have a good experience at Macys. They do not take ownership of any of their errors from not clearly displaying things as last act and then refusing a return, too leaving security tags on products to actually having a wrong item pictured and refusing to take back because it was last act. I can honestly says and I shop at alot of stores..they are the absolute worst for customer service and accountability.

Consistently the worst customer service center…the agents do not listen and do not understand what is needed. Very frustrating, I just closed my card and will never open an account with macys or Citibank ! I see why they are failing and their products have definitely declined in quality