Stephanie sent a message to Terry J. Lundgren Chairman, President, and CEO, Macys, Inc. – email address that said:
Dear Mr Lundgren
I love your stores - Please can you help me?
I have had two orders at Macy's incorrectly filled.
In both cases I ordered JAG Malia Pull-on Jeggings, Black Wash, Black, 12S but received JAG Malia Slim (Short) size 12 jeans in black.
The original order was on 4 April.
I was originally told that you can’t do exchanges on international orders so re-ordered and had to persuade you to return the postage and duty costs so I didn’t have to pay twice.
When I received the second incorrect order I was told (on 21 April) that you would notify your warehouse to process reshipment and to allow 24-48 hours for this to happen.
As I didn’t receive a confirmation that the correct jeans were on the way, I emailed on 25 April as was told that you had cancelled the order as you had issued a refund.
I emailed back to ask why you didn’t simply do an exchange as you had said you would but have so far not received an answer, despite sending two emails two days apart. The last one more than 24 hours ago.
I don’t see why I should have to pay a third time for a pair of jeans when the second refund has still not arrived in my PayPal account.
I am rapidly losing patience and surprised that you have not offered me any goodwill gesture for the inconvenience and massive waste of my time.
I would really like to receive these jeans asap.
I am based in London, England.