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

Stop Trying to Sell or Distract Me

Can you see the stain?

Last week I fell in love. With a purse. It doesn't happen often. In fact, I had been looking for a new purse for at least the last six months and hadn't had much luck. But I was hanging out before I got my hair done on Friday, passed a store and love this cute yellow purse. I debated it while I got my hair done and then decided that that was the purse. 

I kept the purse in its package all weekend until I switched out my old purse on Sunday night. I wanted to have something fun on Monday to look froward to. And I did. Until I was leaving to run an errand at lunch and saw that three small specks of cola had landed on the front of my bright yellow purse. Then opening the flap saw a larger stain. I freaked. It's been less than a week. PLUS the company I got it from sent me a coupon on Monday--three days after I had bought the purse--for 25 percent off. it was a timed promotion and I was more than a little pissed that the sales person hadn't mentioned it when I bought the purse. 

But I digress. In my panic of the cola stain, I took it to a branch of the store i bought it at and asked if their leather cleaner would do the trick. One of the sales women grabbed my purse, looked at the company care instructions for the leather and then told me their leather moisturizer should work. She then asked me if I wanted her to try and get it out. I said yes. The other sales woman took the opportunity to pull a matching coin purse for my purse and proceeded to try and sell it to me. 

Me: I don't want a coin purse.I just want my purse to not have a cola stain.

Her: But this is a limited color and will probably sell out quickly.

Me: I don't care. Actually, I'm more than a little pissed that I bought this purse at full price on Friday and you all had the 25 percent off for Facebook fans and key customers promotion that started Monday. Do you do any price adjustments?

Her: I love your green shoes. (she then flitted off. I turned back to the woman trying to get the stain off of my bag). 

Me:Is it working?

Her: It is, but it's going to take a while to get it out. This leather is delicate, so you have to work on a small area without getting it too wet and then let it dry to really see if the stain comes up. 

Me: How long is that going to take?

Her: A really long time. This is really on there.  I can give you a bottle of the moisturizer and a cloth. 

The other sales woman heard this and then said that I would need to pay for the moisturizer. I asked if I could use the 25 percent off discount for FB fans and she said that I would need to print out the coupon and come back to get it. She then proceeded to ask where I worked (I had told her I was on a lunch break) and said it sounded like a fun job. 

In the end, I was happy with the lady that actually tried to help me but I will never go into THAT store again because of the woman who tried to distract me or sell me something (she asked me AGAIN on my way out if I wanted that damn coin purse). How about you just try and get the damn coke stain off my purse so I don't explode?

I am still sick about this.