Macy's — Local services in Houston

ATTENTION TO ANY FUTRE CUSTOMERS. PER THE MANAGER DO NOT BUY ANYTHING IN THE WRONG SIZE AND TRY TO RETURN IT. BECAUSE YOU SHOULD TRY IT ON BEFORE LEAVING (MANAGER MARYL OR MARVL)

I came in to this Store on the evening of Saturday Oct.14th to buy a few items. I accidentally purchased the wrong size and decided to place it in the back of my car and return it.

Today October 24th (Within the Return policy time) I came back to return the item. It was the WORST EXPERIENCE EVER. First I talk to Elena and she asks how I can be helped. I asked if I could please be helped by returning the Blazer I bought in the wrong size and I had removed the Tag thinking I had gotten the right size. I did bring the tag that was taken off alongside the Receipt. Elena immediately and rudely asks me “WHY DID YOU REMOVE IT?!” I explain it was an accident and that I need it returned. She tells me she can not take it back due to the tag being removed. So I ask her to bring her manager so I can speak to her. Elena gets on her headset and I don’t know what she started saying on there as she walked away, and I couldn’t hear, but it couldn’t of been good because then came the manager Maryl or Marvl (I believe Asian lady) and she came in with an attitude and started asking me “WHY DIDNT YOU TRY IT ON?? YOU HAVE PLENTY OF TIME TO TRY THINGS ON BEFORE YOU BUY IT” At this point I’m upset because 2 employees are giving me an attitude and now telling me what I should of done to avoid coming in and returning an item. I’m very much PREGNANT and I told her (not that I ever felt like I should of explained myself to her) “No, I don’t have time to try it on, don’t you ever make a mistake and buy the wrong size and maybe sometimes take the tag off?” And she quickly replied “NO THAT NEVER HAPPENS TO ME BECAUSE I DO TRY THINGS ON BEFORE LEAVING, BECAUSE I LIVE TOO FAR TO RETURN ITEMS” . I truly don’t understand why I had to be treated in that matter when I came in peace to do something that is very much allowed, I understand ideally I should not have taken off the tag, but in the moment I didn’t think I was going to have an issue. In the end I did get the item returned, but I was told by Maryl or Marvl it will never happen again because now she can never resell the blazer again. I hope Macys does a better job in training their staff and management because I don’t think anyone should be treated in that way. They made me feel like they were perfect and I was not. Very sad and...

At this moment I'd give zero stars if I could, not to the Memorial City store itself, but to Macy's online shopping. I made what looks to be the mistake of ordering three items on Black Friday. One of the three was cancelled the next day. Ok. I can understand that. Stores do sell out of things on Black Friday. However, my other two items were identical items. I ordered two of one thing and a later e-mail indicated BOTH items had shipped. Got an e-mail saying my order of the TWO items was ready to pickup, so off to Macy's I go. The pickup service itself was fast, but not super friendly, but I get it. It's busy and hectic this time of year. Later in the evening I asked my husband to bring the box in from my car and opened it to find only ONE of my TWO items and no receipts, no paperwork, no nothing. Tried calling the online ordering toll free number to get some assistance, only to get someone on the line that I could barely understand because her English was so poor and her accent so heavy. So this not helpful at all person told me I needed to "partner" with the Memorial City store. Excuse me, but I'm not a partner. I'm a customer that didn't get half of what I've paid for. I'll try calling the store in the morning to see if they can make this right without too much aggravation, but at this moment I'm not a happy camper. And, no print-out receipt or order confirmation paperwork? Bad show on that. If this is resolved appropriately, I will come back here and post an update, but at this moment, I'd advise customers to think twice about online shopping with Macy's and assuming your order is filled correctly. I'd definitely check the package before leaving the pickup store and definitely skip their toll free customer service line if there is a problem. Also, I do realize the order filling may have absolutely nothing to do with the local store if the order is for an item they don't have in local stock. So, I do know it's not necessarily an error in the store.

UPDATE: I called the store directly this afternoon. I'm pleased to say that after through going through about three different recorded phone menus, I was assisted by a very friendly and helpful young woman who treated my call with the utmost courtesy and efficiency. She refunded the missing toaster and reordered it. I should know in a few days if this is fully resolved, but I'm very optimistic that it will be. Now that is customer...

My recent experience at this Macy’s was nothing short of appalling. As someone who has held Director-level positions, I understand the importance of customer service, and what I encountered here was a complete disregard for the very principle that "the customer comes first."

I was simply trying to return a pair of Michael Kors shoes my husband bought for me and order another pair. What should have been a quick and easy process turned into an unnecessarily drawn-out ordeal. The shoe section was overwhelmed with customers, one of the registers was down, and the staff seemed completely unprepared to handle the situation.

As the store prepared to close, I was still waiting for assistance due to the delays. I didn’t hear any closing announcements, likely because of the poor intercom system and the general chaos. When I finally finished my transaction and headed to the exit near the Target side, I found it locked and chained—this was at 9:02 PM.

I spoke to an employee named Laura, who contacted a manager, Angie, for assistance. I was told to wait by the door as Angie was supposedly on her way.I waited for about ten minutes as the lights were being turned off, but Angie never showed up. When I found another employee, Diana, she led me to the back where Angie was busy with something else. Angie claimed she had told Laura she didn’t have the keys to the door, leaving me to wait for nothing. She then told me to go to the second-floor parking lot and walk around the entire building to reach my car, which was parked near the locked entrance. Despite my concerns about safety, she simply stated that Macy’s doesn’t provide security and left me to "figure it out."

After I insisted on a safer solution, Angie finally had another employee, Wanita—who was the only bright spot in this experience—retrieve the keys from her office and open the door for me. This shows that Angie could have resolved the issue from the start but chose not to.Angie’s complete lack of problem-solving skills, customer care, and basic decency is a disgrace and reflects poorly on Macy’s. This experience has severely tarnished my view of this location, and I’ll likely take my business elsewhere, despite this store’s convenience to my home in Katy.

It’s clear that something needs to change at this store as customer service is not a priority as demonstrated by manager Angie. Experience was...