Macy's — Local services in Cerritos

​I am writing this review to express my extreme disappointment with Macy's handling of a gift card issue. As a loyal Macy's credit card holder and long-time customer, I am appalled by the lack of assistance and conflicting information I received from your customer service department. ​The problem began with a $100 gift card I received as a gift. The scratch-off portion was defective and would not reveal the full card number. When I took the card to a Macy's store, the cashier was completely unhelpful. ​I then contacted customer service and spoke with an agent named Jay. He instructed me to take pictures of the defective card for a claim but failed to provide any information on where to submit them. The very next day, I received an email stating the claim was denied. ​I called again and spoke with a supervisor named Lori. She confirmed that the gift card had been fraudulently used and guaranteed a replacement would be sent to me within three days. She even took my shipping information. However, the call I was promised never came. ​Following up, I spoke with another supervisor, Sebastian. He not only contradicted the previous agents—claiming that Macy's never requests pictures and that Lori was wrong to promise a replacement—but he also stated that Macy's was not responsible for the fraudulent use and that I was simply out of luck. He then filed another claim that was instantly denied and shockingly claimed there was no record of my previous calls. ​My final attempt to resolve this was with another supervisor, Shelly, who also said Macy's could not do anything. ​This entire situation is completely unacceptable. Macy's received the $100, and a fraudulent user also benefited, while I was left with nothing. The contradictory information, broken promises, and refusal to take any responsibility for a defective product have completely eroded my trust and loyalty. I am shocked that a company of this size has such a disorganized and unhelpful customer...

I’m deeply disappointed by the customer service my mom and I received at this Macy’s location a few weeks ago. We have been regular shoppers here and always loved the experience—until now.

During our visit, my mother, who was dressed comfortably, was unfairly targeted by an employee. I’m unsure of this employee’s intentions, but they certainly weren’t positive. While my mom was browsing a shirt, the employee approached her and said, “This is an expensive brand, put it down and don’t touch it like that.” For context, this was a $40 t-shirt, which we can absolutely afford. My mother was shocked and hurt by this dismissive and rude remark, which felt both judgmental and inappropriate.

As my mom continued to walk around the store, this employee decided to follow her. The employee pretended to clean nearby areas, but it was evident she was watching my mother. My mom, who is not fluent in English, gathered the courage to ask, “Why are you following me? Why are you doing this?” The employee responded, “I don’t want you to get hurt, so I’m moving the rack behind you.” My mom is not naive, and this excuse was simply insulting.

Macy’s, if you are reading this, I urge you to re-educate your staff on kindness and respect. Following someone around the store, making unfounded accusations, and implying someone’s intentions based on appearance is unacceptable. When my mom finally asked for the employee’s name, she ran off. This behavior is disturbing and completely unprofessional.

It’s painful to think that my mom was treated this way simply because of how she looked that day. We saw other customers freely shopping without being monitored, yet my mom was treated as if she didn’t belong.

Please train your staff to better handle interactions with customers of all backgrounds. Everyone deserves to shop in a welcoming environment without judgment or...

Absolutely the worst customer service I could have ever received. Macy's is supposed to be a top line store. I have never been a customer until last year when I was looking for dresses for my granddaughter. I was convinced to open a Macy's card. I have not used this card until 1/17/20 when there was a major shoe sale. I subsequently ordered 3 pairs of shoes. One I had to have shipped to my house, another for in store pick-up. I received the home delivery shoes in 1 day. I have been waiting over a week and a half for the shoes that were scheduled for store delivery. I never received an email about their delivery to the store, but then today I receive an email that my order was cancelled because I did not pick up my shoes in time.

I called the customer service line with this issue, and the shoes were re-ordered for home delivery at the same price, but now I have to be charged another fee for shipping and wait another 2 weeks to get the product. I then called the store to complain about this matter, and was subsequently hung up on. This is not the type of service a high-end store like Macy's should provide to their customers, especially new star reward card-holders. I will never shop in this store again, and would like to add that beyond this order, I returned to get more shoes and had to wait two hours to finally make my purchases (another 3 pair of shoes) because they were understaffed. Shame on this store management for allowing such shoddy service, which was not the in-store associates fault, but entirely management. Additionally, shame on the lack of support for orders and a lack of appreciation for card-holders, particularly those new to Macy's....