Macy's.com
Customer service order review

My nightmare started when I place my order online Thanksgiving night. I thought I was avoiding hassles by making an online order and completing my Christmas shopping early. Boy was I wrong! I received my package December 1st and it was crushed. I had purchased nearly all electronic items and all of them were crushed too. The box was far too large and had zero cushioning, so everything had just been tossed around inside it. The inside items appear to have been abused before going into the package as well, because they had big gouges in the sides and the boxes were worn.

I immediately went to Macy's.com and requested a replacement order. Their site said they'd respond within 48 hours, but they never did. I ended up sending five messages over the next several days with no replies.

Finally I called Customer Service on the 12th. It was hard to find their number on the website because every option routed me to an online form, but eventually I found a number. When I called, there were no options for taking care of a damaged order. The closest I could get was "order status, " so I tried that. It consisted of a recording about UPS delivery times. I ended up trying a multitude of options in an attempt to find customer service. An hour and a half later, after the automated system had hung up on me three times, I got through to a person. I asked to go straight to a supervisor because the situation at this point was outrageous. He refused to let me speak to a supervisor and we went back and forth for twenty minutes before he would transfer me. I waited another 45 minutes on hold. Finally someone claiming to be a supervisor got on the line. She assured me she was resending the damaged items with expedited shipping and I would have them by Christmas. She told me she would call me by the 14th at the absolute latest and confirmed my replacement order number. The 14th came and went with no call.

On the 15th, I finally received an email response to my original complaint on the 2nd. The email response ignored all the details I'd already given and asked me to describe the damaged box and reply. It also "apologized" for the delay since they try to respond in 24 hours. 13 day delay? Definitely not 24 hours!

At this point, I was suspicious because it sure didn't sound like the "supervisor" had actually taken care of my problem. I called again and was on the phone for two hours. No one had taken care of my order. There weren't even notes about it. So I went through the process again. The "customer service" person told me I would not have my gifts in time for Christmas because the warehouse needed 10 business days to figure out why I had received a crushed box with no packaging. At this point, that would be by December 29th. No wonder they can't get me my Christmas gifts in time! As far as I'm concerned, that isn't my problem. Their only goal should have been to get me the items I paid for in good shape in a reasonable time. Their inside problems are not my problem and waiting that long is unacceptable. So, I asked her to just cancel my order and refund me for the damaged items. She told me that too would take 10 business days. This is truly outrageous. Ten days before Christmas, I have a pile of broken items and no replacements or refunds after more than two weeks of constant attempts.

I have worked in customer service and there is no way I'd ever let this happen to a customer. Even if I hadn't been a supervisor, I'd be embarrassed to treat anyone this way. It's just poor business sense. This has been a complete nightmare.

Company: Macy's.com
Country: USA

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