Macy's — Attraction in Schaumburg Township

I normally don't do negative reviews, but this experience really sat with me. This was my first time at this Macy, I only give a 2 star due to the customer service of Emily in the pandora booth. If you are of color DO NOT buy any of their jewelry from the watch counter. They made it clear that we are not welcomed. On 09/21 me and my partner decided to go shopping for both of our birthdays next week. As I stated before we were not welcomed at their jeweler counter. When we approached the watch counter, they acted like they did not see us browsing. As my partner wanted to see a watch we waited 10 minutes to be serviced. Not to mention that I made eye contact with one of the jewelers during this wait. Not one "we will be with you shortly." or any acknowledgement that we were waiting. Finally, an older Caucasian women came to us and my partner. Since he wanted to browse watches to get a new one to replace the one he currently had on. He had lost a significant amount of weight and his watch needed to be adjusted. I politely asked if it was possible to get the band adjusted. The jeweler defensively said not with out proof of purchase in such a nasty tone as if disgusted that I had asked. She once more said it in the same tone as if we didn't hear her the first time. Needing proof of purchase is not a unreasonable request but her tone was offensive and unnecessary. This left a bad taste in my mouth, because it felt like she was insinuating that we had stole the watch. My partner still wanting to see the watches asked if she could take it out. Me not wanting anything more to do with this women after her attitude, told him that I did not care for any of these items. Him noticing my concern, he gave the watch back to her and we continued on to the pandora counter. After that terrible encounter we were greeted with a smile by Emily where she was very kind and happy to help. She helped me pick out my first pandora bracelet with 3 charms that I was very happy with. Overall the experience was upsetting, but still had a great outcome at the end. Macy's I hope that you teach your employees how to provide customer service and compassion to every walk of life. It is very disappointing that this occurred and I can only wonder who else have had...

I’ve never had such a bad experience of customer service until now, shopping for watches at Macy’s at Woodfield Mall in Chicago. My family was shopping for a watch for a friend. We came across this older mid age Caucasian woman, long blond hair with red/pink colored glasses. We waited for quite some time before we were greeted. We were wanting to look at different watches to match our liking. The elder woman went to side talk with her associates about my family and I can see the glare and look she gave us. We decided on a watch, but didn’t wanted to take the sample. We ask for a new one out of the box. She went to go get it but the screen of the watch has a crack. I’m sure if someone were spending hundreds on a watch, no one would want a cracked screen watch. Asked the her if there’s a different watch in the back or discounts she could give due to the crack. She said there would be maximum $100 off if we were to open a Macy’s card. She said we could order online but we were going on a trip out of country later on that day. Her attitude was full of judgments and stated “I don’t care.” Wow! That how a “manager” would speak to the customers! We went away then came back later and decided we wanted the sample size. The watch wasn’t there anymore in the case. The woman hid it somewhere in the cabinet. Two other younger women came to assist us. The first one has black glasses with black hair, and the second one was tall/skinny and has blonde hair. The elder woman was assisting another customer. Both the younger women went to her and asked for the watch so they can bring it to her. Both time she didn’t want to give out the watch. We waited and waited and when she was done with her customer, she took out the watch from the cabinet and was using a beckoning sign, telling us to come over to her with her finger. Could she get any more rude?!!!!! My family was wearing street clothes (shorts and t shirts), and why until this day, we have people that judge by the look and discriminates? Macy’s, I challenge you if she’s the right person for the role. Could never be so...

Some things you should know about online order pickups that I wish the employees were upfront about.

There is a warehouse/basement where online pickup orders sit until they have been processed to be picked up (which is upstairs). So essentially your order will say "In transit" on the app, but if you call customer service to get a status update they will tell you it has already been delivered.

What winds up happening is that you go to the store with this information and the employees tell you they don't have your items (which is true because they're in the delivery warehouse under the store and haven't been processed yet).

It took calling customer service, standing in line and then making the store employee speak to the representative for them to admit this which is frustrating only because it wasted everyone's time.

Here's the thing, online Macy's said orders would be ready in 6-9 days. I placed my order on November 12th. It is now the 29th, so it makes sense that I would call for a status update. I understand being short staffed and that items are being processed slowly, and while not super happy, I am okay with that. What is disappointing is that it took 3 customer service calls and going round and round for the store to admit what the issue is.

As well, even though Macy's online says you do not have to pick up all your items until 7 days after the last one has arrived, this is not true at this location. You have 7 days from the notification that the items are ready. If you wait for the rest of the items and it takes longer than 7 days, then Macy's cancels your order.

Needless to say it's been a frustrating experience with this location.

Update Well, not even 24 hours after placing this review I magically get an email saying somehow all 12 items were lost or damaged and can't be picked up. Yet last night they're in the warehouse awaiting processing...

What a joke. Use online ordering at your own risk at...