Macy's — Local services in Brea

On behalf of myself and my wife, I felt it was very important to tell you about the GREAT experience we had dealing with Ms. Hannah Castaneda. Saturday, May 1st. my wife and I decided to shop for my son's wedding gift. We decided to visit the Macy's Department Store as it was convenient (we were at Nordstrom's that day). We walked into the entrance of the 2nd floor and headed toward the jewelry section, at that moment, all of your Sales Reps appeared to be very busy with other customers. My wife at that time suggested that we look elsewhere as it appeared that we were a ghost, (NO ONE ACKNOWLEDGED US). At that moment, as we were about to walk away, a young lady looked up at us as she was closing out a sale at the register, smiled, and said "Hello, If you would like to see anything or need assistance, I will be glad to help you?". It was Hannah. My wife and I decided to wait for Hannah. Hannah made her way to us as we waited, she asked what we would like to see and if we knew what we were looking for. We told Hannah that we were here just eye shopping but that we would like to buy a gift for my son and future daughter-in-law, but that we were not sure what we truly wanted.

At that point, Hannah went to the first watch that my wife wanted to see. Hannah was on point and followed our lead. We asked to see several watches, without hesitation, Hannah showed us what we asked to see and even suggested other watches that we did not see and really liked. My point is, Hannah knew what her customer wanted and she listened to our request. Hannah was patient, sweet, smart, and knowledgeable, which is rare for a Sales Rep. The goal is just to sell. I buy watches like people buy fast food, I buy a lot. Hannah appeared to be very knowledgeable of what we were asking for and the product she sells, and that was very impressive. She had an answer for every question, she had a suggestion for every thought of ours, she explained all the features of the watches and jewelry without even us having to ask. Hannah did not have any insight that we were going to purchase anything as we ended up spending over $1100.00 that day with her, but she still maintained her behavior as I described above.

I forgot to mention that, Customer Service is in my blood. The goal of any business is to achieve a great Customer Experience, at the same time, obtaining its Financial Revenue Goal. We can all expect good Customer Service, but do not expect a Great Customer Experience! Hannah provided that Experience.

There are many factors that will destroy a business and that is the "BUTT factor"! That is this one thing that kicks a business in its behind. "They have great food, BUT, the wait is too long", "They sell nice jewelry, BUT, I can never get any help.. These are other factors, Poor Service, Poor Attitude, Poor Training, Lack of knowledge of Products, Policies, Procedures, (I don't know behavior), or clearly just hates their job. Hannah did not display any of these key factors, IN FACT, Hannah hit several key factors out of the park that is very important when dealing with the consumer and that is;

The 10 feet rule (acknowledge the customer within 10 feet of making eye contact), Listen to the wants and needs of the Customer, Treat every Customer as a Million Dollar Customer, Make smart suggestions and address any questions and/or concerns, Never use NEGATIVE words and/or terminology in a sales conversation such as, I don't know, I'm not sure... It indicates a lack of knowledge and that is what destroys the Client Rep relationship. Establish trust, which leads to sales.

I could go on and on. The point is, Hannah made our weekend a NON-Stressful weekend, as we now have purchased a very nice Watch and Diamond Stud Earrings for my Son and future Daughter-in-Law. It is individuals such as Hannah that make any company, Department, Office as successful as it may be. I would like to thank you Ms. Hannah Castaneda for just being you!

Sincerely,

Hannahs NEW...

BUYER BEWARE: Worst customer service ever. I spent $7k on a couch set, waited over a year for it to be delivered. The delivery service broke two pieces that were corrected 5 months later. Fast forward 2 years, and I put in a request for service on Jan25th 2023, service Co requested very detailed photographic evidence of what was wrong which included a broken piece on the foot rest. 12 weeks later I finally get a technician out to the house. The tech spent about 45 min fixing about 60% of the stitching that was unraveling and showed up with no replacement parts. The tech left telling us that he would get the parts on order and then return to complete the work. Two weeks later we received an email from the service dept that the ticket was complete and closed. When I (twice) tried to use the online system (only option given on email) to correct the problem I received no response for 4 more months. Today I called macys who told me I would have to wait for my sales associate to return to work to file the problem with them. I rebuked that and requested her manager. The manager immediately contacted the warranty Co and we started talking to them, the person on the phone then proceeded to tell me it would be 12 additional weeks to get the parts and when they had the rts they would schedule a return trip. I told them “nope I refuse to wait that long I've been waiting for 6+ months already and I'm done” and asked for her manager. She then informed me it would be 72hrs for a manager callback. When I asked the macys manager if she thought this was acceptable her answer was that they were an east coast Co and she would see that that would take longer.

BUYER BEWARE: #1 find somewhere else to buy the furniture. The craftsmanship was subpar and timeframes from their suppliers are ridiculous. #2 don't buy the warranty it is a complete sham and has proven to only be good for...

As a frequent shopper at Macy's, I recently visited the Macy's store in Brea with high hopes of receiving excellent service from the associates, particularly in the men's fragrance department. However, my experience with an associate named Gigi left me feeling deeply disappointed and frustrated.

Upon entering the men's fragrance department, I was approached by Gigi, who eagerly informed me about a promotion offering a 20% discount on my first statement if I applied for a Macy's credit card and made a purchase. Excited about the prospect of saving money, I decided to go ahead with the application and purchase a fragrance.

To my dismay, when I received my statement, there was no sign of the promised 20% discount. Confused and frustrated, I reached out to Macy's customer service, only to be informed that the promotion Gigi had described did not exist, and I was simply out of luck.

This blatant misrepresentation of a promotion to entice customers into applying for a credit card and making a purchase is not only unethical but also undermines the trust customers place in the store and its associates. Gigi's dishonesty has left me feeling deceived and reluctant to trust the information provided by Macy's associates in the future.

Overall, my experience at Macy's Brea was marred by false promises and poor customer service from associate Gigi. I hope that Macy's takes steps to ensure that such deceptive practices are not tolerated in the future, and that associates are trained to provide accurate information...