Bad customer service at Macy's - YouLookFab Forum

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Bad customer service at Macy's

marianna

Veteran

I am wondering if this is unique to me or if others feel the same way. Every time I am at Macy's I receive horrible customer service... or no service at all. Sales associates are never around, fitting rooms are never attended and are always dirty and overflowing with clothes, and my overall impression is always negative.

They also do not match prices -- there is a dress I want that is available at both Nordstrom and Macy's but the Nordstrom price is cheaper. I have coupons for Macy's so I want to buy it from them, so I called and asked if they would meet Nordstorm's price for me. The answer? No. I have never heard of that before. Usually stores want your business and will match prices, right?

I have been to more than one Macy's location (in different states even) and my impression is always the same. Has anyone else noticed this?

General

18 replies

Latest reply was from Debora

Maya

Veteran

I think it varies. I have had good service in the flagship Macys. I asked them to help me find the INC ponte pants everyone liked and they scoured the entire department to find the one size 4...and didn't give me any 'tude when I didn't buy them.

The one in the fancy mall near me is also nice. I told the shoe salesperson that the DKNYC Shania shoes were too tight, so he stretched them for me without making me buy them first (at Nordies I have to buy them and then get them stretched). When they still didn't fit, he stretched them more and went out of his way to get a discount for me. Thus I ended up with a lonely but lovely pair of 3" heels.

The one closest to me sounds like the store you're describing though, especially the messy fitting rooms.

sinead

Marianna,
If I can talk myself into going to Macy's, it's always with an attitude of "self-service". I cannot remember the last time someone helped me in a Macy's. I just consider it to be a thrifting adventure- only with higher prices. Because of this, I usually just hit the clearance racks and if there isn't anything there, head to another store.

velvetychocolate

Veteran

Interesting. I have to admit - my first experience with both Nordstrom and Macy's was 'online' since I live in a small town (well, it sure seems small to me, coming from a bigger city).

I ordered a dress and some beauty items from Macy's, and I've also ordered a leather jacket from Nordstrom. From an 'online' perspective - Macy's was truly excellent. I got my order faster, and I also got some nice samples from the Macy's beauty dept., with a little note (signed by an actual person) thanking me for my order. The order was well-packed and so on. Ordered a leather jacket from Nordstrom, and for some reason, I couldn't "track my order" online - the website kept telling me that tracking was unavailable on the one particular item. I got the leather jacket, but it was not packaged quite as nicely as the items I ordered from Macy's.

If I just walk into a Macy's store and start looking around, I can't count on getting any kind of real help looking for things. And yet, while I say that - I came across someone really nice and helpful at the cash desk - this one particular woman, who was telling me where the sales were and so on, but it wasn't the same as someone actually trying to help *me* find things in particular.

When I walk into Nordstrom, I get real help. Someone who wants to help me find things that work. You're right Marianna - no one's really "around" at Macy's.

It's odd - Nordstrom has the better website (imo) - I love the 'wish list' feature, and the ease of searching and so on. Great website actually! Thing was - upon actual delivery, Macy's wins hands down. If I wanted something in a hurry, and I wanted an extra sort of 'personal' touch, I'd order from Macy's. I was really impressed with this little note card that said "Welcome to Macy's" or something along those lines, along with a little pouch of samples from their beauty department. The note was hand-written in pen, and the items I ordered were beautifully packed - folded all nicely and so on.

And at the same time, Nordstrom's website is much, much better!

I don't get the same service 'in-store' at Macy's, and I prefer Nordstrom's excellent website, but Macy's is definitely doing something to make me want to order online from them again.

Angie

(website)

Fashion Stylist

I think it varies too, Marianna. Just yesterday I got the BEST Macy’s service ever.

I’ve gotten to know some of the sales staff at Macys, and they’re always trying to offer myself and clients a discount coupon. They want us to save! I have no complaints from that point of view. In fact, I think Macys is fabulous. However, there is never anyone around to help you get a size or even ring up your loot. That gets very, very frustrating. But like Sinead, I go in with an attitude of self service. I hope you get better service next time!

Maya

Veteran

Am I the only one that doesn't really like it when people are all "around"? I get uncomfortable when nine different people are champing at the bit to help me, especially since I usually don't buy anything.

One thing I really like about Macy's is that they go out of their way to make you aware of any savings you might be entitled to. A lot of other stores sort of "hide" their discounts and only give it to those who happen to find them. Nordstrom has good service but never seems to have any coupons or promos, so I guess it balances out.

velvetychocolate

Veteran

Good point Maya - sometimes I just feel like looking on my own, without all kinds of people 'around' to try and help. And you're right - the staff at Macy's do make sure you get all the best deals and coupons, and I definitely appreciate this.

Kristen

(website)

Veteran

I've always been pretty much ignored at Macys, but I don't actually mind. I know what to expect so I'm never disappointed. I'm pretty self-sufficient as a shopper anyway; like Maya, I get unnerved when salespeople hover.

But I am more than happy to have them lavish attention on me at Loft, Nordstrom, and AT Factory. Hate it at BR, AT, Sephora, and Martin + Osa. I wonder why I want it at some places and don't in others? Hunh.

taylor

Veteran

I hate when sales people hover too...I hate when they rattle off everything in the store that is on sale, on promo, on special, is 2 for one and a % off all in one breath!!!...thanks, now I am totally confused.

I have had both good and bad service in both Macy's and Nordies.....I think it depends on who is on *duty*

Anonymous

I've almost always had to go to different departments in Macys to find someone in order to pay for my things, both in men's and women's departments. The clerks are usually nice and helpful but overworked. During the holiday season more are around but the lines are long. It's definitely self service and good luck if you actually want to buy something in this part of the country. It's much easier to shop at Dillards or Nordstroms.

Donna

I tried on a watch in Macy's about a month ago and the sales person told me there would be a coupon a couple of days after Thanksgiving that could be used on the watch, so I waited. Yesterday I received the email with a 25% off coupon and used it to buy the watch. I saved $50. I really appreciate that the sales person was kind enough to volunteer this info.

I know customer service can vary from store to store and from employee to employee, but I've consistently received good to excellent service at my local Macy's.

marianna

Veteran

I dislike when sales associates hover too, but I find it annoying that you get absolutely NO attention at Macy's. Like Joy said, it's usually a struggle finding a cashier. Or if you have a question about where something is, or if they having another size... you're out of luck because no one is there to help you.There are no fitting room attendants... you just go in yourself and take care of yourself, which is great, I'm fine with it, but it gets annoying when the clothes start to pile up in the fitting room and no one processes the clothes and no one puts them back on the sales floor. It looks messy and unkept.

I love Macy's coupons too. Absolutely great savings sometimes. When I was at the store yesterday the sales associate gave me a coupon to use even though I didn't have one. I appreciate that kind of service, but in general I find the shopping atmosphere less than desirable.

Also, maybe I'm just picky, but the restrooms at Macy's are considerably grosser than the restrooms at Nordstrom. HUGE difference there.

Laura

(website)

Veteran

Gee Marianna, you couldn't be talking about the OO Macy's, could you? I feel the exact same way. However, last weekend I was at the Chicago flagship store on State Street, and as Maya has expressed about NYC, there was a HUGE difference. The store looked drop-dead gorgeous, the salespeople were friendly, busy, and all over the place, and the vibe was totally upbeat. Such a difference!

Debbie

Veteran

Macy's here is hit or miss. I love INC so I go to check it out. The clothes all over the dressing room is a common occurence here too. I'm not sure why people can't at least put the stuff back on hangers.

I don't like being hovered over either but I do like to feel if I need something I can ask.

Sarah

(website)

Veteran

It's very interesting how stories vary depending on location.
Our Macys is very similar to what you described Marianna. In fact, I only look at clearance jewelry and shoes. And only because I park at Macys when I shop at the Domain here in Austin.
The store is pretty and very new, but it feels like nobody works there, and the fitting rooms are always loaded with bundled up clothes and empty hangars on the floors.
Back home (a podunk little town on the Peninsula in WA state), the Macys is much better. I don't know if it's because they are the nicest department store in town or what, but the dressing rooms are attended to, and the people who work there are helpful, but certainly not trying to be personal shoppers or anything.
Our Nordstrom is my favorite place to shop based on service. They are super helpful but never pushy - always offering extra services if something doesn't work perfectly for me.
My other favorite store is Martin+Osa. Again, it's in a very nice location, the fitting rooms are monstrous, and I can ring a bell to ask for help instead of wandering around the store looking for somebody.
They have the best return policy (no time limit) and even do price adjustments. AND free basic tailoring (no store credit card required).
So I shop primarily at these stores.
I also shop at Ann Taylor because they are always sending me lots and lots of coupons, and I love that I can pay off my credit card at the register. Our salespeople are also very helpful, but not breathing down my neck while I shop.
I love JCrew clothing, but I haven't shopped there much lately because they don't offer a lot of these perks.
There are also a few other upscale stores that I don't shop at because I definitely feel looked down on when I walk in the door.
So I'm definitely a customer that shops based on service first. It means a lot to me. Most of the women in my family are getting some sort of gift from Martin+Osa this year, as a matter of fact.

Becky

Veteran

I recently had a less-than-stellar experience with Macy's (shopping online). I wanted to return some items, and though they do provide a UPS return label with their orders, we do not have a UPS dropoff in our (podunk) town, so I wanted to return via USPS. There is a link on their page to display and print a USPS return label, but it wasn't working, so I contacted customer service. I received a prompt acknowledgement of my e-mail promising an e-mail with my label soon. A week later . . . nothing. A second e-mail was sent. A week later . . . nothing. A third e-mail was sent, in which I requested they send the label to me in the mail, since I wasn't receiving anything via e-mail. A week later . . . a *UPS* label arrived in the mail. Argh!!!

velvetychocolate

Veteran

Sarah was saying:

"There are also a few other upscale stores that I don't shop at because I definitely feel looked down on when I walk in the door.
So I'm definitely a customer that shops based on service first. It means a lot to me."

I feel the same way - it's amazing how far good service will go.

Anonymous

I was a Macy's girl back in the 80's but no more. It's another store that I really do not enjoy going in. The clothes are all over the floor and I don't want to buy clothing that has been trampled on.
The shoe dept is an ebarassment.

Debora

Veteran

Same complaints here - inattentive sales staff, over-flowing dressing rooms, no cashiers to be found. I don't even go into the shoe department since they never carry narrow sizes. On the plus side, great discounts and a good dress department

Nordstrom consistently sets the bar for outstanding customer service. It's always a pleasure to shop there.