Macy's — Attraction in Town of North Hempstead

I will be making a formal complaint. I just thought I needed to share this experience on here. My mother and I went shopping at Macys (Manhasset). That is my mother's go-to store. Usually we have no issues. Today, we were on the line a 8:55PM. The customer in front of us took her sweet time (understandable as the cashier was new). What we encountered on the next 20 minutes was horrendous. The cashier took us in and started ringing us up. Lisa (who rejected us earlier in her register by telling us she already closed out) made her way to our cashier to tell her that the lady cannot ring us up and the store is closed. She proceeded to tell us we should hear the announcement and we need to leave as it was 9:04. My mother worked in Macys before, I have worked in retail myself. If a customer is on the line before closing time and you have not closed out yet, the professional thing to do is to either inform the customer that you cannot take any more customers (so they can find other cashiers) or you finish up (as we were the last ones there). Instead, our cashier listens to Lisa and starts to tell us that she needs to leave and she cannot ring us up. She tells us she has to start closing. So I go ahead and ask her to call the manager so we can speak to them because we do not understand why she would stop our purchase midway to tell us we have to leave. She tells us that the manager left, in quote "the manager is already home". Lisa comes back around and speaks to the cashier to tell her to IGNORE us and to finish counting. She tells them that she finished her count and will go upstairs to deposit, ignoring us. I asked Lisa to get the manager and she said there is no manager. I did what any one would do now, dealing with unprofessional, rude, unethical and disgusting behavior. I recorded the interaction. I told Lisa to get the manager again, she said managers went home. I said I do not believe that because Managers do not just leave. Lisa then says she got the manager and the manager is getting security to get us to leave (how ridiculous). Lisa managed to make us feel like criminals for wanting to finish our purchase, having waited on the line for this long. I said okay Lisa, I will be reporting you- that is when she gets upset and ACTUALLY gets the manager. The manager (who was amazing, professional and courteous) came and explained to the cashier that if we were in the line, she has to ring us up (yay, someone who understands common customer service).

I am sure I am not the first to complain about Lisa- her behavior is unacceptable. She only called the manager because I mentioned her name and recorded the conversation. She lied to us by telling us that there are security guards on the way to kick us out (which I find hilarious now because there were none).

Thank God for the manager in that store. She was able to assist us or else we would have been bullied out of the store, without making the purchases we were there to make. I hope no one else has to go through that with her. It's such a disgusting behavior, to deliberately stop a cashier for ringing up a customer because you want to leave. All of this could have been avoided and the transaction would have finished in 5 minutes,...

The store itself has nice merchandise, and is more organized than other locations I have been to, but some associates have very bad customer service skills. I walked in today to buy a gold bracelet to match a gold watch I recently purchased, I had been to the store months prior to purchase a silver bracelet. I saw an associate I was familiar with from the last time I was at the store, (not to buy the silver bracelet.) and I smiled and said hello. She was helping another customer and I was met with an almost stern look and the associate went to the display case I was looking at and locked it, almost as if she thought I was going to steal something because I was young. I waited to be acknowledged and must've been waiting for 20-30 minutes, she noticed me waiting and never once thought to call another associate over, eventually an associate was free to help me. (Today was the fine jewelry clearance event so the jewelry department was crowded.) I tried on a few bracelets and ultimately settled on the one I wanted, the other sales associate that helped me was extremely nice and helpful, however she had to do something else so she made it the previous associates job to ring me up and make the transaction. Upon checkout I gave her coupons I recieved from a catalog Macy's sent out. The woman asked if I wanted to use them because they had many exclusions on the back which was a dumb question because right above where she was looking at all the exclusions, it said "or 15 percent off fine jewelry, no exclusions." After I paid and the woman was putting the jewelry in a box, she didn't put it in a proper jewelry box and put it in a gift pouch as one would do with the fake jewelry they sell a few counters over. I asked the woman if she could put it in a proper bracelet box since my last bracelet I purchased was the same price and it was put in an actual Macys Bracelet box (because both bracelets were real and expensive.) and the woman told me that bracelet boxes are only for "expensive" items and I was confused because not only were both bracelets I bought the same prices (around 220 dollars) the one I bought prior was put in a proper bracelet box with no issue. I had to drive to Macy's in Roosevelt field to actually get a proper bracelet box, even there the associates (about 2 or 3 were gathered) were saying how that wasn't right, and that it is true that only fake jewelry are put in pouches such as the one she gave me, and that the jewelry I purchased was indeed fine jewelry and should have been put in a proper box. I understand it is something little, but if I spend over 200 dollars on a piece of fine jewelry, I am going to want it to be stored properly in the right kind of box, not a gift pouch that is used for faux jewelry. (I am still a teenager, and my parents went to check the other departments in the store so I wasn't sure if this was age discrimination, or poor customer service skills.) Overall its a nice store, I just think they need to hire people who have good customer service ethics and dont judge...

Had a bad experience in the Sunglasses Hut department of the Macy’s store. My wife ordered sunglasses via Macy’s online, however when she received the Burberry Sunglasses, they came with a small scratch. Burberry Sunglasses are expensive and as such, we shouldn’t have to open the box to a scratched pair of expensive sunglasses.

We entered this location and spoke to a person at the Sunglass section named Oguhzan. Mr. Ohuhzan was extremely unprofessional. The moment that my wife stated she wanted to make a return, he became rude, discourteous, and doubtful that we received the glasses this way. Once we pulled out the box it was delivered in, he became more compliant however began making snarky comments like “you have to contact Macy’s to ensure you receive a credit”. Now, why would we have to contact Macy’s to ensure we are going to receive a credit when the sunglasses were sent this way? Was he going to put that they were returned damaged and cause a problem with the return? It was as if he completed doubted the reason for the return. That makes the customer feel horrible and anyone that’s experienced that feeling, knows what I’m talking about. My wife and I (two well dressed adults in our 30s) were made to feel as if we were trying to scam the return, as if we had scratched the glasses and then tried to be sneaky and return them.

Upon complaining with the manager, we observed him (from a distance) shrugging his shoulders and laughing about the entire thing, as if the way he acted was a joke. We felt that this was not the way a customer should be treated, especially considering we were going to make additional purchases from him after the exchange.

The manager “Fran” was also not helpful as she came back to us shrudly stating that there are two sides to a story suggesting that we may not be explaining the story with 100 percent accuracy. Fran further stated that “she was not standing there so she doesn’t know what happen”. In customer service and especially in the capacity of a manager, this was not consistent with “the customer is always right” and problem solving our complaint.

There are numerous places to shop, numerous Macy’s out there. We will absolutely not be back to this location. It’s a real shame we had to go through this. We left the store and completed our return, exchange, and additional purchases without any issue at a different Macy’s Sunglass...