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Macy's Reviews, Complaints & Contacts

Macy's, Inc. is the New York-headquartered, NYSE-listed (M) parent of the Macy's, Bloomingdale's and Bluemercury stores and websites. Most customer disputes involve returns and refunds, price adjustments, the Macy's credit card (issued by Citibank, N.A.), Star Money rewards, furniture and mattress deliveries, and protection-plan claims. Resolved matters include a $10.5 million bedsheet thread-count class settlement and a $250,000 FTC textile-labeling penalty in 2013; class actions filed in 2026 over the WorryNoMore furniture protection plan are allegations.

REVIEWS & COMPLAINTS219on USAComplaints · 1 in the last 3 years
PHONE1-800-289-6229Macy's Customer Care for orders
WEBSITEmacys.com
HEADQUARTERSNew York, NY
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Call 1-800-289-6229 Official website ↗
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Contacts

PhoneAddress

Customer service & general contact

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Official website

Report abuse or suspicious activity

Other contacts

Settlements & legal notices

Corporate & press

Privacy requests

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Locations

  • Headquarters151 West 34th Street New York NY 10001
EDITORIAL

Company Information

BBB, ComplaintsBoard and Trustpilot figures

Legal name
Macy's, Inc.
Business type
Department-store retailer (NYSE: M) operating Macy's, Bloomingdale's and Bluemercury stores and websites; Macy's and Bloomingdale's store credit cards are issued under a program with Citibank, N.A., according to Macy's, Inc.'s 10-K
Website
macys.comSource: Company website, read
Headquarters
New York, NYSource: Macy's, Inc. Form 10-K for fiscal 2025, cover page, read

Macy's, Inc. is a Delaware corporation that files reports with the U.S. Securities and Exchange Commission (Form 10-K for the year ended January 31, 2026, filed March 27, 2026; NYSE: M) and lists its principal executive offices at 151 West 34th Street, New York. It publishes its customer-service numbers, return rules and recall notices on macys.com. Its government and court matters, including settlements in which Macy's denied or did not admit the allegations, are described in the lawsuits and government-actions sections.

Messages and websites that only use Macy's name are a separate issue. Macy's "Consumer Protection & Fraud Alerts" page says "Macy's will never ask for sensitive information by email, text message, social media, or unsolicited phone calls," tells customers to contact Macy's using information on its official website, and asks people to report suspicious emails to [email protected]. Macy's gift-card page says "No legitimate business, government agency, or law enforcement organization will request payment using a gift card" and lists Gift Card Customer Care at 1-800-511-2752. Shoppers who ordered from a website that only used Macy's name, and paid by card, can dispute the charge with their card issuer and report the site to the FTC at ReportFraud.ftc.gov. To check that a site is Macy's own, look for the macys.com address.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints in the last 3 years, Mason, OH listing
296 reviews · 4,549 complaints · average customer rating 1.07 / 5
Figures read
ComplaintsBoardAll-time reviews and complaints
12 reviews · 818 reports · average customer rating 1.6 / 5
Figures read
TrustpilotAll-time reviews, unclaimed profile
3,148 reviews · TrustScore 2 / 5
Figures read
EDITORIAL

Complaint Themes

Customer service contactsCredit card, billing and feesOnline orders and deliveryRefunds, returns and exchangesPrices, coupons and promotionsFurniture, mattress and warrantyEmployment or workplaceAlleged discrimination or store security treatmentGift cards

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

219 complaints on USAComplaints, including 1 published in the last three years.

Show 15 more complaints on this page
EDITORIAL

Complaint record: posts on this site, BBB, Trustpilot and ComplaintsBoard

Complaints on this site. 219 published complaint reports are linked to this profile. They are historical submissions, most of them written between 2007 and 2013, so they describe Macy's policies of that time rather than its current practice. They are consumer and employee accounts that have not been independently verified. Common topics include customer-service contacts, Macy's card billing and fees, online orders and delivery, refunds and returns, prices and coupons, furniture and mattress orders and warranties, workplace issues, store security treatment, and gift cards. Posts about Bloomingdale's, posts naming Citibank over a Macy's card, and reports of look-alike websites or fake job and check offers that used Macy's name are not counted as complaints about Macy's itself.

External profiles. BBB, listing for Macy's in Mason, OH: not BBB Accredited; BBB Rating shown as "Not Rated" with the reason "The business is in the process of responding to previously closed complaints"; 4,549 complaints in the last 3 years, 1,115 of them in the last 12 months; 1.07 out of 5 from 296 customer reviews, which BBB does not use in its rating. The same listing notes that Macy's and Bloomingdale's use Department Stores National Bank (DSNB) as their credit card administrator. Trustpilot, www.macys.com: unclaimed profile, 2.0 out of 5 from 3,148 reviews, 332 of them in the last 12 months; Trustpilot notes that Macy's has not invited its customers to review, so the reviews may not be representative. ComplaintsBoard: 1.6 from 12 reviews and 818 complaints.

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EDITORIAL

Returns, price adjustments, the Macy's card, Star Money and recalls: what Macy's pages say and where to escalate

Macy's Customer Care is 1-800-289-6229 (TTY 711), every day from 8 AM to 10 PM ET, for orders, returns and price adjustments; have the order number ready. Credit card account questions go to Credit Customer Care at 1-888-257-6757, and card fraud or charge disputes to 1-833-743-2509. Furniture and mattress orders have their own line, 1-888-822-6229. Customers outside the U.S. can call Macys.com International Customer Care at +1-513-573-7912.

Holiday 2026 returns. Macy's Holiday 2026 Return Policy page says that for purchases "starting October 5, 2026 to December 31, 2026 most merchandise purchased at Macy's or macys.com will be accepted for an extended return period until January 31, 2027." It lists conditions: shipping and delivery fees are non-refundable; "Last Act merchandise is Final Sale and sold 'As Is'"; and "Items sold by Dyson and Mac Duggal are excluded from the extended Holiday Return window and remain eligible to return up to 30 days of purchase." Store purchases go back to a store; online purchases can be returned by mail or in a store. Outside that window, the 30-day rules on this page apply.

Returns and refunds. Macy's Return Policy page says "most items can be returned within 30 days of delivery or purchase." In-store returns are "always free." Online purchases can go back to a store or by mail; mail returns are free for Star Rewards members, while non-members "pay a $9.99 return shipping fee (plus tax), which will be deducted from the refund." Refunds go to the "original form of payment," typically within 7 to 10 days after Macy's receives the return.

Items must be unworn, unaltered and in original condition with tags and packaging, and "All final sale merchandise is sold as is and cannot be returned, exchanged, or adjusted." The same page sets these exceptions:

  • Fine jewelry and watches go through an inspection that "may take up to 14 business days."
  • Items sold and shipped by a third-party seller "must be returned directly to the seller within 30 days of delivery"; furniture and mattresses sold that way "cannot be returned in store."
  • DoorDash purchases "must be returned to a Macy's store and cannot be returned by mail."
  • Rugs: call 1-888-241-8288 (TTY 711), Monday to Friday 9 AM to 5 PM ET, to arrange a pickup; pickup fees may apply.
  • Some designer brands have shorter or store-specific terms (Burberry: 14 days, Macy's Herald Square only), and registry gifts have up to 90 days.

Furniture and mattresses. A separate Macy's page sets different rules. Scheduled-delivery furniture: contact Macy's "within 3 days of delivery," delivery fees are nonrefundable and "A 15% restocking fee will apply." Furniture shipped by UPS or direct from a vendor: 30 days, "Cannot be returned to stores," with a 15% return fee. Mattresses: "One-time reselection or return within 120 days of delivery," returns or reselections "must be scheduled within 14 days of your request," a $99 pickup fee, and, in the page's words, "A 15% preference fee may apply depending on brand." The page says Purple, Simba, Saatva, Goodful, Sealy2GO and Leesa "do not charge the 15% preference fee for your first return" (a $99 pickup fee still applies for a reselection), and that Tempur-Pedic, iComfort, Bedgear and "Most other mattress brands" "do include a 15% preference fee." A separate Macy's page on furniture and mattress order inquiries says to "Contact us within 3 days of delivery" if an order is damaged, missing parts, or incorrect or incomplete; that damage and missing-parts route is separate from a preference return. Furniture and Mattress Customer Care is 1-888-822-6229.

Price adjustments and pricing terms. Macy's price-adjustment page says that if the price of an item drops "within 10 days of your order date," a customer can request the difference back; the lower price must be an advertised Macy's price, promotional discounts cannot be combined, "Direct from Vendor" items are not eligible, and Macy's "does not accept third-party or app-based requests." Online orders are adjusted through chat or by calling 1-800-289-6229; store purchases at a Macy's store, with the receipt. Furniture and mattress requests must be made within 10 days of the delivery date (or ship date for warehouse-shipped items), by chat or at 1-888-822-6229. Macy's online pricing page defines "Regular (REG.) / Original (ORIG.)" as "The price an item was offered at (not necessarily the price it sold at)" and says "We reserve the right to correct pricing or cancel orders if needed."

Changing or canceling an order. Online orders can be changed or canceled "up to 30 minutes after placing the order"; buy-online-pick-up-in-store and same-day delivery orders, up to 15 minutes. Signed-in customers use Order Details and Cancel Order; if there is no cancel option, "the order is already processing."

Macy's card: disputing a charge. The Macy's Credit Card Agreement names Citibank, N.A. as the issuer of the account; BBB's listing names Department Stores National Bank as the card administrator (see the FAQ on who issues the card). For a billing error, the agreement's Billing Rights notice says to write within 60 days after the error appeared on the statement, giving your name, account number, the dollar amount and why you believe it is wrong. It gives the address Citibank, N.A., P.O. Box 6781, Sioux Falls, SD 57117-6781; if your statement prints a different billing-rights address, use that one. A phone call alone does not oblige the issuer to investigate, and while it investigates you do not have to pay the amount in question. If the card was used without your permission, also call the fraud and disputes line, 1-833-743-2509, right away.

Macy's online dispute route is My Account, Macy's Credit Card, Account Services, then Dispute a Charge; Macy's page says "Most investigations are completed within 2-3 billing cycles" and to "allow up to 6 weeks for resolution." The Citi email addresses on that page are only for documents requested during an investigation, not for opening a dispute. Under the agreement, the purchase APR is variable (the prime rate plus 25.99 percentage points), the minimum interest charge is $2, a late or returned payment costs $30, rising to $41 if another one follows within 6 billing cycles, and "You also may close your Account at any time by notifying us by telephone or in writing." Macy's card-management page warns that with promotional financing "deferred interest will be charged to your account" if the promotional balance is not paid in full.

Star Rewards and Star Money. The Star Rewards Terms & Conditions say 1,000 points earn a $10 Star Money reward, and "Each Star Money reward is valid for 30 calendar days from issuance. Unused Star Money rewards are forfeited." Star Money cannot be used to buy gift cards, for services, or as payment on a card account. If a card account is closed, "all outstanding points and any unused Star Money Rewards will be forfeited," and "Points are not your property and may be revoked, cancelled, limited, or modified at any time." The terms also say that if a member "voluntarily cancel[s]" the membership, the member will "forfeit any accumulated points or Star Money rewards," and that a member who believes points were not properly applied must contact Macy's "within thirty (30) days after the date the points should have been earned"; the terms give Star Rewards service at 1-888-860-7111.

Recalls. Macy's Product Recalls page lists current recalls of products sold at Macy's, each with the hazard, what to do and whom to contact, and links to archived recalls. Two recent ones concern Macy's own brands and are described in the government-actions section: Arch Studio tea kettles and Holiday Lane infant pajamas.

Protection plans: two different documents. (1) Allstate Protection Plans. Macy's "Protection Plans" page (its web address ends in "worry-no-more") names only Allstate Protection Plans ("File a claim: AllstateProtectionPlans.com/macys/") and says "For Furniture, Mattresses, and Area Rug claims, customers must file a claim within 30 days of the incident." Macy's separate page on furniture and mattress order inquiries says "File a claim within 15 days of the incident" at the same Allstate address. Because the two pages give different periods, the safe course is to file within 15 days. (2) WorryNoMore. The WorryNoMore plan terms at worrynomore.com name Palladio, LLC as administrator ((866) 213-6702) and Tarmo, LLC as the obligor in most states. A buyer who disagrees with a claim decision can file a dispute at [email protected]. A plan canceled within 30 days of receipt with no claim made is refunded in full; later cancellations get a pro rata refund less an administrative fee. The terms require binding arbitration and waive class actions unless the buyer opts out in writing within 30 days of purchase. This plan is the subject of the 2026 lawsuits described in the lawsuits section. The plan documents received with an order show which of the two plans was bought.

Where to escalate. If Customer Care does not resolve a problem, put the complaint in writing with the order number, dates and the outcome wanted. Macy's card disputes follow the written 60-day billing-error route described on this page; if an order paid with a different credit card was not delivered as agreed, the same federal 60-day rule applies with that card's issuer. Unresolved card complaints can go to the CFPB at consumerfinance.gov/complaint, naming the issuer shown on your statement. Other complaints can go to the attorney general of the customer's state, the BBB, and, for impostors or deceptive practices, the FTC at ReportFraud.ftc.gov. If a recall remedy is not honored, the CPSC accepts reports at SaferProducts.gov. Workplace complaints by Macy's employees, such as discrimination or retaliation, belong with the U.S. Equal Employment Opportunity Commission at eeoc.gov or the state's fair-employment or labor agency. Privacy requests (access, deletion, do not sell or share) go through Macy's privacy request portal listed in the contacts.

EDITORIAL

Government actions involving consumers: FTC, CPSC, New York Attorney General, recalls and breach notices

FTC and Department of Justice: "bamboo" textile labeling (2013). On January 3, 2013 the United States filed a complaint against Macy's, Inc. in the U.S. District Court for the District of Columbia (No. 1:13-cv-00004) with a stipulated judgment. The FTC's press release says Amazon, Leon Max, Macy's and Sears agreed to pay penalties totaling $1.26 million for labeling and advertising products as made of bamboo when they were rayon, and that Macy's would pay $250,000; the FTC alleged the four companies kept labeling rayon as bamboo after receiving warning letters in January 2010. The stipulated judgment says: "Defendant does not admit any allegations in the Complaint, except for facts necessary to establish jurisdiction. This Order is for settlement purposes only and does not constitute an admission by Defendant or a finding of fact that the law has been violated as alleged in the Complaint." The court docket shows an order on January 14, 2013 granting the stipulated motion for judgment.

More on regulatorsShow less

CPSC civil penalty: drawstrings in children's outerwear (2011). On July 11, 2011 the CPSC announced that Macy's, Inc. "has agreed to pay a civil penalty of $750,000" to resolve staff allegations that it "knowingly failed to report to CPSC immediately" that it had sold children's sweatshirts, sweaters and jackets with neck drawstrings between 2006 and 2010, and that it sold some garments after a recall had been negotiated. The release says the penalty agreement had been provisionally accepted by the Commission; it does not state an admission or denial.

New York Attorney General: detention and profiling complaints (2014). On August 20, 2014 the Attorney General announced an agreement with Macy's Retail Holdings, Inc. covering the Herald Square flagship and its other New York stores, after an investigation opened in February 2013 on complaints from minority shoppers who said they were detained without having stolen anything. Macy's agreed to pay $650,000 in costs, fees and penalties to New York State. The office said its review of Macy's data showed minority customers were investigated and detained for suspected shoplifting at higher rates than white customers, and noted an earlier 2005 consent decree on similar issues. The terms include an independent anti-profiling expert reporting to the office for three years, a full-time internal monitor, a Customers' Bill of Rights posted in English and Spanish in each New York store and online, new recordkeeping and staff training.

CPSC recalls of Macy's-branded products. CPSC lists Macy's Merchandising Group, Inc. of New York as importer in both. (1) Arch Studio tea kettles, recall 26-412, April 16, 2026: "The tea kettles' handle can detach during use when heated, posing a risk of serious injury from burn hazard." About 4,600 units were sold at Macy's stores and macys.com from August 2025 through February 2026 for about $50; CPSC says the firm received three reports of the handle detaching and no injuries were reported; the remedy is a full refund by check, with a recall form at recallrtr.com/teakettle and a prepaid shipping label, "No purchase receipt will be required." (2) Holiday Lane infant footed pajamas, recall 25-291, May 22, 2025: "The elastic on the pajamas' ankles can be too tight and restrict blood circulation, posing an injury hazard." About 16,300 units were sold from March 2024 through January 2025 for about $27; Macy's reported four reports of chafing, imprinting or restricted circulation; owners fill out the recall form at recallrtr.com/footedpajamas, receive a prepaid envelope, and get a $26.50 refund by check once Macy's receives the pajamas; CPSC says "Consumers should not return the recalled pajamas to the stores." Macy's own recalls page also lists recalls of other brands' products sold at Macy's (for example Cuisinart grill brushes, July 2, 2026) and a link to archived recalls.

Data-breach notices filed with the California Attorney General. (1) Macy's, Inc: the notice letter dated June 27, 2018 says suspicious logins to macys.com customer profiles were detected on June 11, 2018, and that an unauthorized party used valid usernames and passwords between about April 26 and June 12, 2018; the letter says Macy's believes the credentials were obtained "from a source other than Macy's," that profiles could show name, address, phone, email, birthday (month and day) and card number with expiration date, and that CVV and Social Security numbers were not in profiles; it offered 12 months of identity protection. (2) macys.com: the notice dated November 14, 2019 says unauthorized code was added to the checkout page and the My Account wallet page on October 7, 2019 and removed on October 15, 2019, and that card data typed on those pages, including the security code, could have been captured; the letter says mobile-device and app users were not involved. A class action over the 2018 incident settled in 2020 (Carroll v. Macy's, described in the lawsuits section).

California hazardous-waste judgment (2023, not consumer-facing). The Riverside County District Attorney's release says Macy's Retail Holdings, LLC was ordered to pay $1.6 million in civil penalties and costs ($1,175,000 in penalties and $425,000 in cost reimbursement) in a judgment signed September 21, 2023 (Riverside County Superior Court case CVRI2304277) after an investigation into disposal of hazardous waste at its 98 California stores; the release says Macy's worked cooperatively with prosecutors and has improved its procedures.

Who regulates the Macy's card. The Macy's Credit Card Agreement names Citibank, N.A., a national bank in Sioux Falls, SD, as the issuer of the account, and Citi's Macy's card page says the Macy's American Express Card program is issued and administered by Citibank, N.A.; BBB's Macy's listing refers to Department Stores National Bank (DSNB) as the card administrator. Complaints about card billing, interest or disputes can be filed with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint, naming the issuer shown on your statement; the Office of the Comptroller of the Currency, which supervises national banks, also takes complaints at HelpWithMyBank.gov.

EDITORIAL

Lawsuits: bedsheet settlement, 2018 data-breach settlement, pricing, facial-recognition and furniture-plan cases

Court records

Court filings are allegations unless a court has decided them. The cases on this page are the largest and most recent consumer matters involving Macy's.

More on the lawsuitsShow less

Chief Value Cotton (CVC) sheets, S.D. Ohio. Hawes v. Macy's (No. 1:17-cv-00754) and Chiaraluce v. Macy's (No. 2:20-cv-00081) alleged Macy's misrepresented the thread count of bedsheets. The settlement site says the defendants "deny that they violated any law or made any misrepresentation." Macy's agreed to a $10.5 million common fund. On December 20, 2023 the court certified the class but rejected the original settlement because a cy pres provision sent leftover funds to an unrelated third party; the parties amended the agreement, and on April 15, 2024 the court approved the amended settlement, noting "No portion of the common fund will go to a cy pres recipient." On May 13, 2024 the court awarded class counsel $3,500,000 in fees and $216,561.44 in expenses. Verified purchasers or claimants with a receipt were to receive $7.50 per unit and attestation-only claimants $2.50 (capped per household), subject to pro rata reductions. The claim deadline was November 9, 2024 and has passed.

2018 macys.com credential-use breach, N.D. Ala. Carroll v. Macy's Inc. (No. 2:18-cv-01060) was filed July 9, 2018 and settled for a class of people notified in July 2018. On June 5, 2020 the court granted final approval and dismissed the action with prejudice. The opinion says Macy's would pay $192,500 for approved claims (documented losses up to $1,500, or $15 an hour for up to two hours of undocumented time) plus up to $60,000 in fees, $2,500 in costs and a $2,500 service award, and that "Macy's has denied all material allegations in the Complaint, and Macy's specifically denies that it is in any way liable for the Cyber Attack."

"Compare at" and original-price claims, N.D. Cal. Haley v. Macy's, Inc. (No. 4:15-cv-06033-HSG), filed December 23, 2015 and consolidated with related suits in September 2016, challenged Macy's and Bloomingdale's reference prices. The court granted in part and denied in part Macy's motions to dismiss on July 7, 2017 and December 21, 2017. The case was dismissed with prejudice by a stipulation the named plaintiffs filed on June 29, 2018; a mediator's certificate entered February 22, 2019 states "Case settled after follow up."

Facial-recognition (Clearview AI) litigation, N.D. Ill. and Seventh Circuit. Macy's, Inc., Macy's Retail Holdings, Inc. and Macy's Corporate Services, Inc. were defendants in In re Clearview AI, Inc. Consumer Privacy Litigation (No. 1:21-cv-00135). Plaintiffs allege Macy's used the Clearview database to identify people in store surveillance images. On January 27, 2022 the court granted in part and denied in part Macy's motion to dismiss, dismissing a California unfair-competition count and a New York unjust-enrichment count and letting the Illinois Biometric Information Privacy Act claims proceed; Macy's defendants answered. A class settlement, paid through a share of Clearview's future equity, lists "the Macy's Defendants" among the parties to the agreement. The district court granted final approval on March 20, 2025 and entered a memorandum opinion and order again on May 12, 2025 on plaintiffs' unopposed motion to amend the judgment. In that opinion the court addressed an objection that the settlement releases the Macy's defendants without any obligation to contribute to the settlement fund, writing that discovery showed "though a client of Clearview, Macy's did not itself possess any biometric data or take any active steps to possess or collect the biometric data in Clearview's database." Two class members, Robert Weissman and Rick Claypool, appealed. On July 13, 2026 the Seventh Circuit (No. 25-1673), whose opinion describes Macy's as "one of Clearview's customers," vacated the approval and remanded. Its reason was a defect in class representation: every named representative who backed the deal also belonged to a state subclass, so no one spoke solely for the nationwide class when the money was divided. The ruling did not address Macy's conduct. After the case returned to the district court, the judge granted a proposed new class representative's motion to intervene on September 24, 2026. The vacated settlement is not in effect, and any revised settlement would need new court approval.

Furniture protection plan (WorryNoMore), 2026. Shaw v. Macy's, Inc. and Tarmo, LLC was filed in Los Angeles County Superior Court and removed to the U.S. District Court for the Central District of California (No. 2:26-cv-07216); Oliver v. Macy's, Inc. and Tarmo LLC was filed September 9, 2026 in the Southern District of New York (No. 1:26-cv-07824); its docket shows the defendants' waivers of service in October 2026 and no ruling on the merits. The complaints allege the WorryNoMore plan is marketed as comprehensive but claims are systematically denied, and that Macy's profits from selling it. Shaw seeks to represent consumers whose WorryNoMore claims were denied. These are allegations, not findings, and no class has been certified. The current WorryNoMore plan terms name Tarmo, LLC as the obligor in most states and contain an arbitration agreement and class-action waiver (Section XVIII) that a buyer can opt out of by written notice within 30 days of buying the plan.

Other 2026 cases against Macys.com, LLC. Individual suits include a wiretapping-statute complaint in the Southern District of California (Hartigan, No. 3:26-cv-03341); a Telephone Consumer Protection Act case in the Southern District of Ohio (Watkins, No. 1:26-cv-00583), removed June 10, 2026 and ended by a stipulation of dismissal filed July 13, 2026; and Edwards v. Macys.com, LLC (D. Md. No. 1:26-cv-03724), removed from the Circuit Court for Baltimore County on September 18, 2026.

PUBLIC RECORD

Court & Public Records

Hawes v. Macy's West Stores, Inc. and Chiaraluce v. Macy's Inc. (CVC sheets thread count)

Settled

U.S. District Court, S.D. OhioFiled Decided Docket 1:17-cv-00754 (lead) and 2:20-cv-00081Source ↗

Settled

Macy's agreed to a $10.5 million common fund; the defendants deny violating any law. The court rejected the original settlement on December 20, 2023 because of a cy pres provision, approved the amended settlement on April 15, 2024 ("No portion of the common fund will go to a cy pres recipient"), and on May 13, 2024 awarded class counsel $3,500,000 in fees and $216,561.44 in expenses. The claim deadline was November 9, 2024 and has passed.

Carroll v. Macy's Inc. (2018 macys.com credential-use breach)

Settled

U.S. District Court, N.D. Ala.Filed Decided Docket 2:18-cv-01060Source ↗

Settled

Final approval and dismissal with prejudice on June 5, 2020. Macy's agreed to pay $192,500 for approved claims plus up to $60,000 in fees, $2,500 in costs and a $2,500 service award, and "specifically denies that it is in any way liable for the Cyber Attack."

United States v. Macy's, Inc. (FTC Textile Act, 'bamboo' labeling)

Settled

U.S. District Court, D.D.C.Filed Decided Docket 1:13-cv-00004Source ↗

Settled

Stipulated judgment with a $250,000 civil penalty; the order says the defendant "does not admit any allegations in the Complaint, except for facts necessary to establish jurisdiction" and that it "does not constitute an admission." The court granted the stipulated motion for judgment on January 14, 2013.

Haley v. Macy's, Inc. ('compare at' and original price claims)

Dismissed

U.S. District Court, N.D. Cal.Filed Docket 4:15-cv-06033-HSGSource ↗

Dismissed

Dismissed with prejudice by a stipulation the named plaintiffs filed on June 29, 2018. A mediator's certificate entered February 22, 2019 states "Case settled after follow up."

In re Clearview AI, Inc. Consumer Privacy Litigation (Macy's defendants; settlement approval vacated on appeal)

Appeal decided

U.S. District Court, N.D. Ill., and U.S. Court of Appeals, 7th Cir., appeal 25-1673Filed Decided Docket 1:21-cv-00135Source ↗

Appeal decided

The vacated settlement is not in effect; any revised settlement would need new court approval.

Case details: In re Clearview AI, Inc. Consumer Privacy Litigation (Macy's defendants; settlement approval vacated on appeal)Show less

Plaintiffs allege Macy's used the Clearview database to identify people in store surveillance images. On January 27, 2022 the court granted in part and denied in part Macy's motion to dismiss (Illinois BIPA claims proceed). A class settlement listing the Macy's defendants among the parties received final approval from the district court on March 20, 2025 (opinion re-entered May 12, 2025); the court wrote that discovery showed Macy's "did not itself possess any biometric data." Two class members appealed. On July 13, 2026 the Seventh Circuit vacated the approval and remanded, holding that the nationwide class lacked a representative who could speak solely for its interests in allocating the settlement; the ruling did not turn on Macy's conduct. Back in the district court, the judge granted a proposed new class representative's motion to intervene on September 24, 2026.

Shaw v. Macy's, Inc. and Tarmo LLC (WorryNoMore furniture protection plan)

Filed

U.S. District Court, C.D. Cal. (removed from Los Angeles County Superior Court)Docket 2:26-cv-07216Source ↗

Filed — no final outcome recorded

Putative class action alleging the WorryNoMore plan is deceptively marketed and valid claims are wrongly denied, and seeks to represent consumers whose WorryNoMore claims were denied. These are allegations, not findings; no class has been certified.

Oliver v. Macy's, Inc. and Tarmo LLC (WorryNoMore furniture protection plan)

Filed

U.S. District Court, S.D.N.Y.Filed Docket 1:26-cv-07824Source ↗

Filed — no final outcome recorded

Proposed class action filed September 9, 2026 against Macy's, Inc. and Tarmo LLC, the obligor on most WorryNoMore plans, in federal court on diversity jurisdiction with fraud claims. The plaintiff alleges that WorryNoMore claims are wrongly denied. The case is at an early stage: defendants' waivers of service were filed in October 2026, and the docket shows no ruling on the merits. These are allegations, not findings.

EDITORIAL

Company background

Macy's, Inc. is a Delaware corporation whose common stock trades on the New York Stock Exchange (symbol M). Its principal executive offices are at 151 West 34th Street, New York, NY 10001. Its 10-K for the fiscal year ended January 31, 2026 (filed March 27, 2026) describes 665 stores plus websites and mobile apps under three brands, Macy's, Bloomingdale's and Bluemercury. SEC records list the company's former name as Federated Department Stores, Inc., until May 31, 2007. Court and recall documents name operating subsidiaries including Macy's Retail Holdings, LLC, Macys.com, LLC and Macy's Merchandising Group, Inc. Macy's, Inc. press materials say Toys"R"Us shops operate in Macy's stores nationwide, with the toys also sold online at macys.com and toysrus.com.

Card program. Macy's and Bloomingdale's credit cards are run under a program agreement with Citibank that runs until March 31, 2030; Citibank owns the card balances and Macy's shares in the program's profits, which it reports as credit card revenues ($669 million, net, in fiscal 2025). For a customer this means two separate counterparties: the card issuer for billing errors, interest and fees, and Macy's for orders, returns and Star Rewards.

VERIFIED

Company Relationships

  • Formerly known asFederated Department Stores, Inc.
  • Affiliated withCitibank, N.A.
  • Affiliated withDepartment Stores National Bank
  • Affiliated withBloomingdale's
EDITORIAL

Frequently Asked Questions

What is Macy's return window, and is there a fee to return by mail?

Macy's Return Policy page says "most items can be returned within 30 days of delivery or purchase." In-store returns are "always free." For items bought online and returned by mail, Star Rewards members have free return shipping and non-members "pay a $9.99 return shipping fee (plus tax), which will be deducted from the refund." Final sale items cannot be returned. Macy's Holiday 2026 Return Policy page extends the window to January 31, 2027 for most merchandise purchased October 5 through December 31, 2026, with Dyson and Mac Duggal items staying at 30 days. DoorDash purchases must be returned to a Macy's store, not by mail. Furniture, mattresses, jewelry, certain designer brands (the page lists Burberry at 14 days, Herald Square only, and Louis Vuitton at 30 days) and third-party seller items (returned "directly to the seller within 30 days of delivery") have their own rules on Macy's pages.

How do I find a Macy's store near me?

Macy's store page, titled "Find a Macy's Department Store Near You," lets you search by ZIP code or city and state, or open a store directory. Results can be filtered by store services including Furniture, Mattresses, Personal Stylist, Gift Registry, Tailoring Alterations and Starbucks.

How do I get a price adjustment at Macy's?

Macy's price-adjustment page says that if the price of an item drops "within 10 days of your order date," a customer can request a refund of the difference, provided the lower price is an advertised Macy's price. Online orders can be handled by chat or by calling 1-800-289-6229; for in-store purchases Macy's says to visit a store with the receipt. Promotional discounts cannot be combined with a price adjustment, Direct from Vendor items are not eligible, and Macy's says it does not accept third-party or app-based requests. For furniture and mattresses the 10 days run from the delivery or ship date; call 1-888-822-6229 or use chat.

Who issues the Macy's credit card?

The Macy's Credit Card Agreement says Citibank, N.A., located in Sioux Falls, SD, is the issuer of the account. Macy's, Inc.'s 10-K says Citibank issues and services Macy's and Bloomingdale's private-label and co-branded cards under an agreement that runs until March 31, 2030, and Citi's Macy's card page says the Macy's American Express Card program is issued and administered by Citibank, N.A. BBB's Macy's listing says Macy's and Bloomingdale's use Department Stores National Bank (DSNB) as their credit card administrator. For disputes and complaints, use the issuer name and billing-rights address printed on your own statement. Credit account questions go to Macy's Credit Customer Care at 1-888-257-6757.

How do I dispute a charge on my Macy's card?

Macy's dispute page says to sign in to My Account, choose Macy's Credit Card, Account Services, then Dispute a Charge, select the transaction and submit the dispute. It says "Most investigations are completed within 2-3 billing cycles" and to "allow up to 6 weeks for resolution," and gives Customer Care for fraud and disputes at 1-833-743-2509. To keep your federal billing-error rights, also write within 60 days after the error appeared on your statement. The Billing Rights notice in the Macy's Credit Card Agreement gives the address Citibank, N.A., P.O. Box 6781, Sioux Falls, SD 57117-6781 (use the billing-rights address printed on your statement if it differs) and asks for your name, account number, the dollar amount and why you think it is wrong. If the dispute is not resolved, a complaint can be filed with the CFPB at consumerfinance.gov/complaint.

How long does Macy's Star Money last?

The Star Rewards Terms & Conditions say "Each Star Money reward is valid for 30 calendar days from issuance. Unused Star Money rewards are forfeited." One thousand points earn a $10 Star Money reward. Star Money cannot be used to buy Macy's gift cards, for services, or as payment on a card account, and the terms say points "may be revoked, cancelled, limited, or modified at any time."

What are Macy's furniture and mattress return rules?

Macy's Furniture & Mattress Return Policy page says scheduled-delivery furniture must be reported "within 3 days of delivery" and carries a 15% restocking fee; furniture shipped by UPS or direct from a vendor has a 30-day window, "Cannot be returned to stores," and a 15% return fee; mattresses have a "One-time reselection or return within 120 days of delivery," with returns or reselections to be "scheduled within 14 days of your request," a $99 pickup fee, and a 15% preference fee that "may apply depending on brand" (the page lists Purple, Simba, Saatva, Goodful, Sealy2GO and Leesa as not charging it on a first return, and Tempur-Pedic, iComfort, Bedgear and "Most other mattress brands" as including it). Macy's page on furniture and mattress order inquiries says to "Contact us within 3 days of delivery" for damaged, missing-part or incorrect items. Furniture and Mattress Customer Care is 1-888-822-6229.

How do I file a Macy's furniture protection plan claim?

Macy's "Protection Plans" page names Allstate Protection Plans, says to file a claim at AllstateProtectionPlans.com/macys/, and says "For Furniture, Mattresses, and Area Rug claims, customers must file a claim within 30 days of the incident." Macy's page on furniture and mattress order inquiries instead says "File a claim within 15 days of the incident," so filing within 15 days is the safe course. Plans sold as WorryNoMore follow separate terms at worrynomore.com, which name Palladio, LLC as administrator ((866) 213-6702); a denied claim can be disputed at [email protected]. The plan documents received with the order show which plan was bought. Class actions filed in 2026 allege WorryNoMore claims are wrongly denied; those are allegations, not findings.

How do I get a refund for a recalled Macy's-branded product?

For the Arch Studio tea kettles (CPSC recall 26-412), CPSC says to stop using them and fill out the recall form at recallrtr.com/teakettle to get a prepaid shipping label and a full refund by check; no receipt is required. The recall line is 1-888-256-1541, Monday to Friday, 8:30 AM to 6 PM ET. For Holiday Lane infant footed pajamas (recall 25-291), the form is at recallrtr.com/footedpajamas; Macy's sends a prepaid envelope and issues a $26.50 refund by check once it receives the pajamas, and CPSC says not to return them to stores. If a remedy is not honored, the problem can be reported to CPSC at SaferProducts.gov.

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Sources (42)

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