Macy’s Customer Service

For a company that is struggling so publicly and trying so hard to stay afloat, you’d think they’d spend more time on their customer service and not just their advertising.

I see Macy’s advertising everywhere. I always see that they’re having a one day sale or a red apple sale or whatever it is they have.

They have a throw that I’d like to purchase and this weekend it was on sale for $35 (from $80!). Online you had to spend $99 to get free shipping and I didn’t care to buy anything else, so I called the 34th St store, the only one in Manhattan that I’m aware of, to see if they carried the color I wanted. It rang and rang and rang for probably 5 minutes before I hung up. I decided just to brave the tourists and make the trip to the store. When I got to the bedding floor, a woman organizing some things confirmed that they, in fact, were sold out of the color I want. She assured me though that they could send it to me if they had it in the warehouse. I said something about that being great because I didn’t want to order it from the site and have to pay the $10 of shipping. They did have it in the warehouse, so she started to check me out.

The throw wasn’t coming up the sale price in the system, but she said if I had a print out, she could honor that. I did not, but I did have the site up on my phone. She said she needed an actual print out (why?!) and that I could go up to the wedding registry and print one out. While I was gone she said she’d get her manager to make sure they could honor it. I said, well, rather than wasting my time going up there if you can’t honor it, maybe we should find the manager first. She said that would take longer than me just going, so I went.

When I came back with the print out, I guess they could honor it and she rang me up. It was coming out to $44 before tax. I kept saying, what about the sale price? I don’t understand. She finally said it was for shipping. *bug eyes* Shipping?? I told her that if I had to pay shipping I didn’t want it. Surely, I can find something just as nice without having to pay shipping because they don’t have what I want in store. She apologized, said she didn’t realize I’d said before that I didn’t want to pay shipping, and I went on my way.

What store now-a-days makes you pay shipping for having something they don’t have in store shipped to you?? I can’t tell you the last time I was asked to pay shipping for an item like that. I can tell you the first time I remember not having to pay shipping to have something sent to me that they didn’t have in store though. It was my first year of grad school – ’05/’06.

Macy’s, I want to keep you in business. I want to purchase items you carry. However, I will forgo items when I cannot get shipping for free and when I’m asked to pay for shipping of an item I am paying for in store that is being shipped to me because it is not available in the color or size I want. If you want business to get better, keep up with your competitors – people will go elsewhere to get what they cannot get from you. Live in the now.


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