Kathryn sent a message to Terry J. Lundgren Chairman, President, and CEO, Macys, Inc. – email address that said:
Dear Mrs. Lungren,
I love Macy’s. I am a loyal customer, as is confirmed by my order history. Lately, though, I have experienced multiple issues with orders that is now prompting me to shop elsewhere. I am so disappointed by these experiences that I felt I should inform you.
Issue #1 — Credit not applied correctly when I returned merchandise at the Empire Mall Macy’s. I returned 5 items with receipts, but only two credits were credited to my Macy’s card. These were Macy’s internet purchases, so I called Customer Service, and they worked with the store. Rather then crediting my Macy’s credit card, which was used on the original purchases, the Empire Macy’s store issued/mailed a store credit. This required that I pay a balance on my credit card that should have been credited and that I had to physically go to the store to use the “store credit”. This was extremely inconvenient for me, especially when I do the majority of my shopping online due to being a caregiver for a family member. Believe me, I realize I should have reviewed my receipt credits, but I gave the items and receipts to your customer service representative and trusted all would be handled correctly while I shopped quickly. Trusting was my mistake even though I’d never had any issues before.
Issue #2 — I had difficulty with your website not accepting a promotional code, so called and spoke to a Customer Service representative when ordering a pair of black sandals. I received a pair of camel sandals and had to return them and reorder the black sandals. This required a trip to your Macy’s Empire store to return the shoes.
Issue #3 — I ordered a different pair of black sandals, and when they arrived I was so happy with them that I ordered the same sandals in white on 7/21/16 online. I received them 7/25/16 and called your customer service immediately and spoke to Mary. The soles of these shoes were very dirty and it was obvious they had been worn outside. When I removed the tags from the bottom of each shoe, the contrast of the soles under the tags were so white compared to the rest of the sole including the sides. These shoes were obviously returned and then sent to me. Mary was very responsive and sent me a return label electronically and initiated a replacement shipment. An additional point, however, is that your return instructions did not include pick-up of the returned shoes. So I was inconvenienced further and had to go to the UPS store to return the shoes on 7/28.
Issue #4 — On 7/27/16 I was ready to order merchandise online for $109.20 and attempted to use one of my reward promotions (i.e. $20 for $50 order) that would expire on 7/31/16. The system would not accept the code and messaged me that the reward offer was no longer available online. I then entered another reward code for 20% off the order and received the same message. I was so frustrated by this difficulty that I didn’t proceed. I ordered these items from Younkers using their rewards program without difficulty.
Thank you for your consideration of my concerns.
Sincerely,
Kathryn
