Macy's: Profoundly Sub-par Customer Service and Broken Processes Abound Giving one star only because the software does not allow for a negative star rating. My husband and I will never shop at Macy's again. We are cutting up our Platinum cards and we are washing our hands of Macy's. We never have the problems we have with Macy's when we shop at LLBean, Nordstrom's, JCP, or Kohl's. It seems Macy's is in a very sorry state. In the last month, I received two seperate orders where a security device was left attached to the items. In the last month and a half, I received a robe without a belt. Last Sunday I received a package that was supposed to contain two identical blazers, however, their wonderfully conscientious employees at the Woodbridge, NJ store sent just one, while still charging us for two. The store receipt showed that it was sent from their Woodbridge NJ store. The package seemed oddly small for two blazers, so I recorded opening it, thinking it would help them to improve their broken processes if my concern rang true. Sure enough, there was just one blazer inside, accompanied by a receipt showing a quantity of two was charged to our Macy's card. I sent the video, along with a detailed email, to the Escalation Lead in Cincinnati, Ohio. The response we received was that if we continue to have issues, they will "have to block us from shopping online, regardless of reasoning emails". WHAT???????? After reading her anger-inducing response, I called to complain and spoke with an offshore representative, who assured that they would expedite a replacement to me. We spent multiple thousands of dollars at Macy's last year alone, mostly through shopping online during the pandemic. Nevertheless, we hear Macy's message LOUD and CLEAR. The final straw came today when checking the tracking on the blazer I had been assured I would receive today. I saw that while a label had been created, nothing further happened, despite that the estimated delivery date indicating that it would still arrive today. I called Macy's and got a rep who looked into it and said that the blazer is no longer available, offering to credit me back the money we were charged. IT WAS AVAILABLE LAST NIGHT. I know this because I liked the blazer so much that I ordered it in multiple colors, including the same color, as late as last night. This means that from Sunday to Wednesday, nobody picked or shipped the blazer - despite the expedited shipping applied. Apparently the employees at Macy's do not comprehend or care how highly frustrating it is to pay for two of something and only receive ONE - whilst still being charged for TWO. Apparently they do not care enough to see the shipping of a "replacement" (due to an employee's carelessness) to be of a higher priority, either. I used to enjoy shopping at Macy's. That was several years ago. My husband stopped shopping at Macy's quite some time ago, actually. He sticks to Nordstrom and LLBean. And while I do still like many of the items I've purchased, I refuse to continue to put up with their broken processes and profoundly sub-par customer service. WE'RE DONE. UPDATE: Of the pending orders I have with Macy's, I have yet another issue, AGAIN with fulfillment/shipping. I have a shipment containing one blazer and four Levi's denim jackets. A label was created, but the process seems to have died after that. I called them last night and was "assured" that they would reach out to their "teams" and that my package would be shipped out within 24 hours. Well that was about 30 hours ago and still nothing has moved on it. UPS is still saying they never got the package. THIS IS THE SAME ISSUE I HAD WITH THE AFOREMENTIONED REPLACEMENT BLAZER. And I want to mention that, on that earlier order, when I first called with concern about the item not having moved since the label was created, I was "assured" that it would come. It wasn't until THE DAY OF THE ESTIMATED DELIVERY DATE - when it DIDN'T COME - that they acknowledged that it WOULD NOT BE COMING AND OFFERED ME A CREDIT! Less than a week later, we have yet ANOTHER INSTANCE of the same issue! That is, a label was created and then the shipment DIES. Tonight when I called, the offshore rep had the audacity to LIE to me, after offering multiple empty apologies. His lie was, "Rest assured, ma'am, the package was shipped on August 10th. But ma'am, how about you do this for me? Wait until August 17th and if you still don't have it, I can call you back and we can process a reshipment." I'm serious! YOU CAN'T MAKE THIS CRAP UP! First off, these offshore call center people are not capable of following up with a call to a customer. I REITERATED the fact that I already called UPS TWICE - yesterday AND today, and that UPS insists they never received it. When I demanded a supervisor, he kept me on hold until coming back at exactly 12:00 AM EST to advise me they were "End of the shift" and to call back tomorrow! I HATE MACY'S. read more

Worst experience ever! My family and I were there buying Mother's day gifts in the fragrance department. This associate was so rude to me and my husband telling us to go to Ross or Target to find a better deal? All because my card would not go through and seemed like I was wasting her time. When I complained I was told she's not an associate but a vendor for Dior by the name of Farah. When I approached her and said it was very rude on how you treated us she simply said I do not work for the store and walked away. I even went one step further to tell the associate and this Farah vendor that I will be back, the vendor Farah said you guys really should go to Ross or Target we do not deal with your type here. Why would a great company like Dior hire such a creature?! She was very Combative & Agressive!! I actually contimplated calling the Police due to her very Hostile Nature! I was shocked and appalled at this treatment!? Like she wanted to fight me??!! I have since then called Macy's corporate and Dior corporate complaining about this Hostile, Combative Vendor named Farah from Dior that treats Macy's customers this way. Macy's & Dior needs to not allow such a person in their doors for fear of lawsuit in which my family are pursuing legal action! Buyers beware, do not shop here and be treated so horribly by insane vendors and associates that do nothing to protect the customer. At least at Ross and Target they treat you nice! read more

They have definitely done a lot to upgrade this Macy's, which used to be a very unpleasant place to shop. (You could do much better at the Macy's in the Beverly Center.) To make up a word, they've made it more Bloomingdalesy. I can understand that, given that the whole Century City mall keeps getting more and more upscale. It's really no longer the case that Macy's is a mid-market alternative to the higher end Bloomingdale's: both stores strike me as aiming at the same clientele. If there is a difference, it's that this Macy's is aiming now at younger women. If I'm right, I guess that means me, but, on my first visit, I came out of the store empty-handed. Everything was too this or not enough that, and I'd come planning to buy something. Maybe I'm not the kind of younger woman the buyers have in mind (I'm not very trendy, but I can't be trendy when I dress for work and have to look professional.) There were plenty of saleswomen ready to help, and I'm sure I'll be back. They have made a really nice store out of something that was pretty awful. Maybe I'll have better luck next time. read more

I had such a wonderful experience at the Estée Lauder counter inside Macy's yesterday that I felt compelled to write this review. Trish assisted me, and she was absolutely exceptional. She took the time to listen carefully to my concerns and offered thoughtful, knowledgeable advice without ever making me feel pressured. Her product knowledge was impressive, and she also shared helpful tips and special offers that made my shopping experience even more enjoyable. What truly stood out was her genuine kindness and warm smile throughout our interaction. She created such a comfortable and welcoming atmosphere that I left not only happy with my purchases, but also feeling uplifted. Excellent customer service like this is rare and deserves recognition. Thank you, Trish, for making my visit such a pleasant one -- I will definitely return! Thank you, Trish!! read more

I had a wonderful experience with my latest purchase at the Chanel section in Macy's Century City, thanks to Nooshi. She was incredibly attentive, knowledgeable, and genuinely warm throughout my visit. Nooshi took the time to understand what I was looking for and guided me thoughtfully through my latest Chanel purchase, as well as my Shiseido skincare selections for my mother. Her recommendations felt personalized and well-informed, and she made the entire experience smooth and enjoyable rather than rushed. I especially appreciated how she explained the skincare products in a clear and helpful way, making it easy to feel confident in my choices. Her professionalism combined with a friendly, approachable demeanor truly stood out. Thanks to Nooshi, my visit felt elevated from start to finish. I look forward to returning and shopping with her again read more

I had a great shopping experience here recently - after losing, and finding, my 17 year old son! His phone died, and for half an hour I wandered around the men's department looking for him. I approached the cashier, who immediately called some co-workers to help. They made an overhead announcement, and even called into security to review the cameras. We finally found him, and everyone was legitimately thankful and helpful. Not to mention they had some great "Black Friday" sales and amazing prices on a range of mens clothing. We walked out with dress shirts and slacks, sneakers and casual polo shirts. Overall, a very positive experience (after finding my son!). read more

This email is to shout praises at Mrs. Fatima Madha, You have an awesome, friendly, patient, and caring customer representative!!!! I looked everywhere for the survey so that I can RATE HER A TEN!!!! Also in the shoes department, you have an employee by the name of Moe...this young man took his time with me!! Helped me search for matching shoe pairs!!! I rate them a 10! I invited my coworkers to THIS MACY's LOCATION because of the wonderful treatment I had!! I will always recommend this Macy's location!!! Moe, Fatima and there was another young lady with Fatima I didn't get her name but SUPERB OUTSTANDING QUALITY CUSTOMER CARE!!! read more

Customer service at this particular location is just awful. I was there with my wife, and we will never go back there again. My wife was purchasing a few items at the store, and she paid for her items. And then I met her at the parking lot, and then this Asian security guard was over there asking to go through her bags. Well........ Long and behold She showed him the receipt and he did not apologize whatsoever he just turned around and walked away. My wife is a nurse and I am a real estate agent . I have never been treated like this in my entire life. read more

By far my favorite Macy! Located in Manhattan Village and it's more organized and cleaner than any other Macy's I've been. Because of covid, I try to eliminate any un necessary visit for my shopping habits. I ordered something online and I truly cannot remember what and I can't find amy email or my order number. They had called me to remind me for last day pick up. I called for curbside pickup. Less then 5 minutes, they came out with my order.. I remembered what I ordered now. Lol! Fast service and great customer service. read more

This new location is certainly better than the Westside Pavilion location but can still improve. There are enough employees in the cosmetic section to help but not as many as needed in other departments. The other downside is that parking is only free for one hour so you can only make a quick stop and not spend as much time browsing if you don't want to pay for parking. read more

Graziella (the sales associate in women's clothing on the 2nd floor) checked me out on Monday. She was very nice and let me know of additional coupons and of items she thought I should hold off on since they would be on sale soon. She was very patient even though I forgot my Macy's card. Excellent customer service. I will be returning for sure. read more

OMG is not even the term I should use. Its more like NO WAY IN @#*@ would I ever go back to this den of zombies from hell. Zero customer service. Zero help or care about there products. I wish I would have read the other customer reviews before I shopped here. read more

Every single retail tenant in California is struggling right now. Every single tenant pays a portion of not all the property taxes. For a sector that has been crushed by Covid 19 pandemic a YES vote on Prop 15 will be the end of retail. Vote NO on Prop 15 read more

The place is a mess and I canont find a cashier . Looks like Macy's is cutting cost by hiring way less cashers after covid 19 started. This is the reason for minus 2 stars. As for price, I cannot complain. read more

The reviews for this Macy's branch are super mixed. I recently went here and the employees are super friendly and are always smiling. They have a great selection of brands that I love. read more

The only reason I gave macy's 4 stars is because their crazy deal that they just had. They are closing this store so on top of the Macy's sale you can get 30-50% less!! read more

horrible store. horrible leadership. overall dumpster fire. stay very far away if you want a quality shopping experience.

Beautiful mall but the Macy's associates are horrible and give horrible customer service.

Great selection of brands and friendly staff. Really recommend!!!