An Open Rant to Macy's

This says "opinion". It can easily
say "Macy's Customer Service."

Dear Macy's,
I used to be a fan. You support an organization that I used to work for and still love, and I appreciate that. However, any residual goodwill I had with you dissipated when after FOUR attempts to return a wedding ring that did not fit.

Here's the situation: Macy's stores don't carry all sizes of rings, so when my husband and I ordered a size in store (being incorrectly sized by one of your associates), it was delivered to our home. When we learned that the ring didn't fit, that's where things got interesting. The package didn't include a packing slip, so I called the customer service line. . .three times.

Call #1: Took my info, tried to have me reprint my slip online until I pointed out that jewelry wasn't an option for that. Then she promised to email a shipping slip and a reorder of the new size for exchange.

Three days. . . no email.

Call #2: Repeat of call #1 with some apologies for the first experience and a repeat of the first call.

Four more days. . .no email. Check spam settings to make sure emails aren't being shifted. Nope.

Call #3: Immediately let the rep know it was my third attempt and I wasn't happy. Rep refused to give me info because although my credit card (with my name) bought the ring, it was shipped in Chef's name. Did I mention this was a wedding ring? Rep says that it is to protect the billing information, I say it was my card and my name. No go. Furious, I ask to speak to a supervisor. Wait 3 minutes (yes, I timed it). Rep says that all are busy. I say I'll wait 10 minutes. 10 minutes later rep says STILL no supervisors are free. I hang up and write furious email.

21 hours later I receive a cut and paste email telling me how I can return the items including giving me the customer service line and the website link that isn't an option. (At this point I know I am returning to the store to return, but am pissed).  The email had the gall to say that "Returns are easy at Macy's!".

Below is my sarcasm-filled response:

Julius,

First of all, it is my credit card information that was used to purchase the item--a wedding ring. It seems like if I am using my credit card to purchase a wedding ring two things would be evident: 1) that you should be trying to protect the billing information as the credit card holder (because we know how security has been an issue for major retailers lately), not the address where the item was shipped and that was on the credit card, and 2) if I was trying to pull one over on Macy's it seems like buying a wedding ring for my husband and both of us having the same last name and address would probably blow my cover. 

I probably would have less of an issue if ALL three of the service representatives had listed this as a concern. But only the last person refused to help me. The inconsistency was exceptionally confusing and on my THIRD call, which I told the representative immediately that this was, it was infuriating. 

Next, I appreciate your 'cut and paste' approach to customer service. It really helps clarify where I stand as a Macy's customer. I'm clearly just a number. I certainly don't expect customer service to know the return policy for every item it carries, but to help mitigate this, a cursory glance at the item ordered on the website would be helpful. You and two of the previous customer service reps tried to lead me to the website to reprint my return label. This is impossible for two reasons: 1) there was no return label in the first place (which has been mentioned) and 2) the website link reference does NOT list jewelry as an option for reprinting labels. If you can find it at the link you gave me (http://www1.macys.com/service/returns/easyreturnslabel.jsp), I will gladly apologize. 

And lastly, I am happy you included the customer service telephone number, as it has been oh so helpful in the past. Sending me for a fourth time to have my call taken by someone who  may or may not talk to me, and then promise to send a return slip and reorder the wedding ring only to have me wait in vain by our email for the promised answer to our customer service quandary and be disappointed sounds like a wonderful option. God forbid there was a specialized hotline of different customer service reps for people who have tried FOUR TIMES to exchange an item. At this point, I am crossing my fingers that going into a store for this will make the fifth time a charm. I'm unsure whether to exchange or just return because if the next wedding ring doesn't fit and I'm forced to waste more precious hours of my life trying to get the correct size. I will probably end up just divorcing my husband. Frankly at this point a divorce would be quicker and easier to than dealing with the Macy's customer service department. 

Sincerely, 

Order #10281XXX

aka Ashley Loar

The Great Mother's Day Debate

Mother's Day has become like Passover to me. I'm not involved. I don't completely get it. And I only know it's coming when I see decorations hanging in Ralph's.

And this Mother's Day was no exception. Typically no one gets hurt. However, this year there was some carnage left in my wake. Because as anyone who has lost a parent knows, and especially those who lost one young, it doesn't matter how long ago you lost them, you still feel it. It hurts less over time, but there are still these twinges of angst and mourning that hit you when you least expect it and like a ton of bricks.

That's one thing they never tell you (sidenote: who is this "they" and how are "they" such experts on loss and how do "they" have so much collective knowledge of mourning?) is the longer someone's been gone, the more surprising the moment of mourn, so to speak, is. You expect (and are expected by "them") to feel great sadness the first year of these big events. First birthday, first Christmases, first Mother's Day, etc. In fact, if you don't feel a great weight of sorrow you almost have to fake it to make "them" feel like they knew and you feel like you're living up to everyone's expectations of sorrow.

This all leads back to my lack of Mother's Day awareness. Most times, I'm oblivious, see it, realize there's very little obligation on my end as I am neither a mother nor have a living one, and move on. This year one little bitch at Macy's tried to make me get into the spirit of Mother's Day and for that, she felt the wrath of Ash.

"Would you like some help finding a Mother's Day gift," all 5 foot nothing, 100 pound blondeness of her cooed a I was racewalking through the great cosmetics/ accessories divide on my way to the escalators and then through Macy's to get to Sephora. She had stepped directly into my path which on a day when I was more determined could probably have gotten her killed or at least severely bruised.

"No, thank you," I replied annoyed that I no only had to break stride to answer, but stop to politely decline.

"But we have some lovely new fragrances and some great cosmetic gift sets that would be perfect for your mom," she said.

I cracked a smile to myself because as much as I love my mother to this day, I thought of what little use cosmetics and perfume would be after a decade of decay. Not the typical warm, fuzzy, I know.

"No, thank you," I said. "I really don't need anything for Mother's Day." And I was just getting ready to start my jaunt again when she said the words that pushed me over the edge.

"Well, why not?" she said. "Everyone has a mother." If she had said it with a fresh-faced ignorance or naivete, I might've --MIGHT have--been a little nicer. But she was annoyed that I wouldn't stop. And I was annoyed that she stopped me. It was the combination of the two that turned the situation ugly.

"You're right," I said with a smile through gritted teeth. "Everyone does have a mother. However, mine has been dead for more than a decade now so I'm 100 percent certain that she doesn't have a use for a Mother's Day gift."

With her jaw now hitting the floor, I took the silence as my opportunity to continue on my way. If I hadn't said something twice before, I might've felt a little remorse, but this time I just hoped the exchange tempered her aggressive sales tactics. At least for another hour or so.

That being said, Happy Mother's Day to those out there and to my mom and all other lost moms. Your daughters (and sons, t00, I'm sure) miss you and think about on the first Mother's Day after you've been gone and every one after that.

I Went Red For Women

In full disclosure, I work for the American Heart Association. Most of you know that, but I just wanted to get it out there again. And on most days I love working there. Friday was one of those days.

Friday was National Wear Red Day were we get together and have a bunch of things (people, schools, buildings, etc) Go Red in honor of women and heart disease. The first few years it was to raise awareness that heart disease is the No. 1 killer of women. Now that more women know that than ever before, it's also to get people to take action.

What seems like a small day of awareness and media on the outside is actually the end result of months and months of planning. To be honest, as an American Heart Association employees, I chuckle every time I get a call mid-January from a company that would like us to help spread the word on heart disease in February. Mostly because more conversations start with a person telling me "February is Heart Month, you know?". Trust me. I know.

But I digress. This past Friday was a different day for me than any other. I got to spend the day at a local mall (I didn't buy a thing and it was probably my best day at a mall EVER) talking to women about Go Red For Women and being a part of a local casting call and beauty event. Macy's Ecotage salon came down and did hair and make up for anyone who wanted a touch up. It was a lot of fun. Probably the most fun and touching part was listening to everyone tell their stories of choice. Choices they made after they had a heart issue or choices they made now to prevent one.

I am truly amazed at these remarkable women. Not just those who told there story, but also the 20 or so volunteers that came out to help facilitate the event. Not 6 months ago, we did not have a strong base of volunteers to help us get the message out. What I've learned (and it's an important lesson) is that all you have to do is ask.

So even now, two days after Wear Red Day, as I look back at the event and the couple hundred people that took part in some way, I feel lucky to have a job that lets me have days like that. Where months of work culminates in a day when I get to tangibly see and hear the lives that are changed by the place I work. I get to marvel at the talent of my co-workers and their level of commitment. I get to see the passion and devotion of people I just met who want to be a part of this message.

I Went Red For Women. I hope you did too.