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| - Macy's customer service is non-existent. What a JOKE. Don't bother trying to use your Macy's card, just don't shop here period. They clearly don't need their customers. I've been a loyal customer since 2005. I was here Sunday (4/3/16) buying a bunch of women's clothing. I went to check out in the Junior's department and had some coupons that Macy's mailed me for being a Macy's card holder. NOTE: you can't use their coupons without charging it to their Macy's credit card.
I had a major issue two months ago when I tried to use my Macy's card at a register but didn't have my card. It was ridiculous how they had to call the credit dept and it took them 15 minutes to locate my account, it was like the freakin Spanish Inquisition trying to pull up my acct and that was back in late Feb '16. So remembering the ordeal I had last time, I brought my Macy's card with me for this visit.
I had a $10 off coupon and a 20 percent off coupon. The cashier swiped my card, and it displayed all of the current offers and promotions tied to my account. I saw my account and the last 4 digits of the card on the screen, plus those discounts will not appear unless they have your credit account pulled up. She then applied the coupon discounts and attempted to complete the sale.
The system gave her an error and she asked me to swipe the card again. OK no big deal. For some reason, suddenly the card wouldn't register in their system, even though it came up a few min prior. She called the Macy's credit department and after a few min she said they informed her that my account was closed? How was it closed when I just made a payment last month and received coupons in the mail?? She gave me the phone with the credit dept and I was on the phone with three agents for LITERALLY 35 minutes total. After much hassle and questions about when the last time I made a purchase at the store, and which store, and what's my SSN, what's my current address, what was my previous address... the first rep finally explains that Macys did a backup of their system in August 2015 ...umm so what's the problem? They didn't mail me a new card.. ... and how is that my fault? Did the acct number change? She said no. She was fumbling around, not having any information for me. And how was I able to make a purchase on said closed account last month? No response. She never did say I'm sorry for the inconvenience, just acted like this was my fault and now she had wasted my time standing there on hold, answering a hundred questions, all of these people couldn't check out behind me as if this was the only register in the entire store open. While the credit rep was giving me the runaround, I turned to look behind me and realized that there was a HUGE line of 15 people waiting behind me.
I wasn't satisfied with the Macy's credit department rep's excuses (or lack of), so I asked for a 50 percent discount for that purchase because of them inconveniencing me. She said she couldn't authorize that, and she (clearly just wanted to get off the phone) transferred to a credit supervisor. I was placed on hold for 6 minutes. The "supervisor" MUST have been briefed by the previous rep for the amount of time I was on hold... she HAD my info already and she acted like she didn't know the background. And what is the first thing supervisor says to me? "How may I help you?" I told her I was not going to repeat the entire situation in front of 15 people and all the cashiers AGAIN, and I had been on the phone for almost 25 minutes now. She paused and then said I understand you are asking for a reimbursement for today's purchase. (See, she KNEW why the call was forwarded to her. Just plain BAD customer service right there). She informed me she could not authorize a discount and transferred me to a Loyalty rep. Why didn't the first rep just transfer me to Loyalty if her dept doesn't give discounts!? So I stood there, waiting yet another 5 minutes on hold, then another girl from Loyalty dept answered and advised they could only offer a 15 percent coupon (not 50 as I requested.. FIFTEEN) toward my NEXT visit and an apology letter. That is insulting after all that time on the phone. The loyalty rep acted very smug as if to say I should be grateful they are sending me an apology letter!!!! Is this how they treat their customers of 10 years?
None of the credit agents cared about wasting my time or publicly embarrassing me. And not once did a store manager bother to come over. A manager should have seen a ridiculous line and at least opened another register, or should have intervened. NOTHING. I felt bad for the cashier, none of this was her fault. Shame on you, Macy's for treating your customers badly!! I sent an email to the credit card dept at Macy's the following day, and I received a generic reply that they attempted to contact me at my phone number but to no avail (liars... I received no phone calls from them). What a joke.
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