Macy's — Attraction in Arcadia

Macy's suffers from the same thing almost all large retail corporations suffer from: terrible customer service that is NOT the fault of it's staff interfacing with customers. Once the retail and most all of the business world decided about four decades ago that training personnel about the products they will be selling and putting the needs of customers at the forefront if their business model was not profitable enough, once the message changed from "how can we help you" to "you're on your own, baby" it was all downhill from there. Sears used to not only sell you excellent appliances, but took a great deal of pride in servicing and repairing their products (building up decades of trust as customers could depend on them), but once it decided outsourcing was the ticket to higher profits with way less staff, it all fell apart. Same for Macy's. Once fulfilling the needs of your customers is replaced by fulfilling the desires of stockholders and CEOs, you are no longer a viable retail business; you're just another greedy corporation headed by greedy boards of directors feeding greedy investors. The poor "sales people" are treated as nothing more than machines taking in money. But, of course, customers still need assistance, need questions answered, need info about the products they are considering buying. And the poor sales people are just hung out to dry. The ones who take the initiative to try learn about the products are not rewarded with promotions or bonuses; they are just shifted around from dept to dept, are grossly underpaid, and are regarded by corporate as nothing more than another annoyance with which it must contend. I was at Macy's in early January right after the holidays. One poor customer could not get the number of a particular merchandise she needed to get the price break because the store didn't have enough in stock, so the poor sales clerk was on the phone trying to get some info from other Macy's that could help the customer. In the meantime, I was left hanging waiting for the clerk to answer a simple query I had. It was neither the clerk's fault nor the customer's fault. It was the fault of the corporation that didn't give a damn about...

I walked up to the Chanel counter, stood in front of fragrances and asked ...do you have samples? The person replied "skin care". I asked again stating clearly the request was pertaining to fragrances. The person again stated skin care. I conveyed I was from out of state and normally went to Dillards. Dillards would make a sample. Their practice was the same as Sephora. Then Daniel replied ..he could make a sample. But, I was confused at that point and dissappointed. Why did he require so much information just to provide basic customer service? I wanted a supervisor. But, my party was ready to leave. I stated to my friend, I needed to get the persons name. I went back to the counter. There I saw an additional person next to the associate in question (Daniel). I asked if he was a Supervisor. He replied no. I pointed out his tag was red. He stated he was a Channel Coordinator. I explained to him Daniels unwillingness to provide the sample initially, generated the same emotions as when back in the day, people of my complexion were not readily provided samples. But, he (Daniel) was of my hue so, I didn't understand why I was treated that way. Daniel replied ...it had nothing to do with that (but, did not offer further explanation). I stated as the receiver, I could only state how it made me feel. I told them both, Daniel and Erick. I expected more from Chanel. I no longer wanted the sample( he proclaimed) I could then be provided,( as I was walking away). Yet, driving home I needed to find out if it was Chanels policy or Macy's that was causing such an unsettling customer service experience. I drove to Macy's in West Covina Plaza. I made the same request at the Chanel counter. My request was quickly honored. Kim was knowledgeable, professional and courteous. I was in and out in a flash. I was provided a sample of Coco Mademoiselle Intense with the new enhanced banana enhancement. I was told about Macy's sale of 15% off until December 6. So, it wasn't Chanels' policy after all. Unfortunately the poor customer service was from the associate. Poor customer service, which in the end, reflected poorly on the...

I come here often, and I usually leave reviews when my experience was great or Terrible. First, walking in through the men's/shoes department entrance and I seen an employee, a bald man, as I passed by the shoes and went to towards the mens suits. He looked at me, we made eye contact, no greeting. First thought "not gonna ask that guy for any help." Then I walked towards the suits, passed the first counter, no greeting there either. I was browsing looking for a suit, an employee walked by me towards the fitting room register/counter, wasn't even asked if I needed help or anything. Luckily I know my way around the store and know my sizes but this just isn't the experience you should get at a MACY'S... Especially in it's location. Finally, I had gotten the suit I wanted to buy but no one to charge me for it at the first counter I had passed. Keep in mind there were people forming a line there who were there for about 8 minutes and not one of them being helped... Where TF is everyone? So I look towards the show department and there are 3 employees behind that counter, not a single customer in Front of them. Im know saying that they weren't working or what not but this is when. PERCEPTION comes into play... I work in customer service myself and lucky I've had great training and my own bad experiences as a customer to know what to do... And sadly most of it is common sense that others lack, I'm assuming. Anyway, I had to go to another department to get help because I wasn't going to be chasing employees around so that they can charge me. Btw, the asian lady with the short hair and glasses was awesome and...