Macy's — Local services in Kendall

I am rating this 3 stars because I was treated badly but after that had a change of heart thanks to a different manager. I purchase 1 item from last act a couple of weeks ago and was not aware and was not told about the new return policy changes. I am a long time customer at Macys, online and at many stores. I came to the store today to return the 1 item I had purchased with the proper tag and proof of purchase and was told I could not return it, which would of been fair if I was told of the policy change in advanced, but again I wasn’t. The sales person was nice but unfortunately she could help return the item and didn’t have a phone to call the manager so she recommended Ii went to the customer service counter. When I got there there was 2 customers already been taking care of and I was next. The manager of the customer service department was standing there saying hi to employees walking by the store and never offered to help or even said hi. I waited for one of the customer service associates to be free and walked up to the counter and explained my situation and was told they couldn’t return it without checking proof purchase not to mention I was told this policy started 2 weeks ago and the customer service associate said it changed a month and a half ago which is not true. She then said you can talk to my manager if you want but she is pretty strict and is going to tell you the same thing, she is standing right there, I thanked her and went to speak to the manager. She said she couldn’t do anything because she had already made exceptions for other customers and if she did that for everyone then it wouldn’t be a policy (again didn’t even check proof of purchase to see when I purchased the item) then she said there is a lady who shows up every week and asks for exceptions and so I said; how many times have you seen me here asking for an “exception”? None. She said she wasn’t going to take it back and that I had to talk to another manager named Karina. I want to make this very clear, a manager should not be sending me to a different manager who can do the exact same thing she can, not to mention giving me attitude. I don’t know her name but I will describe her; curly hair, brown skin, short. I then went to ask another associate if they could please call Karina the manager since nobody was helping me, kept sending me elsewhere, and wouldn’t bother to call Karina for me. They were kind enough to find out where Karina was (1st floor) so I provided to go and look for her even tho the 1st floor is huge and I didn’t know who I was looking for physical. I could not find her so I asked someone in the perfume department who was very nice and walked me to another counter to have her coworkers call Karina. Finally Karina was kind enough to come find me and hear me out. She was friendly, knowledgeable, very kind and respectful, she apologized for the inconvenience and the way I was treated by the customer service manager, as there was absolutely no reason for the attitude and I honestly feel she was just trying to get rid of me. Karina made my return and I was so happy with her service I’ll be coming to see her again to purchase from her shoe department! Thank you Karina you...

In October I went to Macys Dadeland store 3 times. I needed a formal gown, so on my first visit I shopped & tried on gowns. There was a big selection, but after I chose a dress no sales help. A number of customers were waiting at a register for someone who disappeared on a price check. I ended up at a lingerie register & told the associate I needed hemming alteration. I was advised that alterations had closed & I needed to come back with shoes to go with the gown. So after picking a dress it took over 30 minutes to pay for it. Second visit - I go back to formal dresses. They send me to customer service on another floor, customer service sends me back to dresses, dresses sends me to R Lauren counter. There associate calls a manager who then takes me to alterations (same floor as customer service), but seamstress is at lunch. The manager says seamstress will meet me in 15 minutes by dressing room upstairs where she takes me. After waiting at least 20 minutes I go to check other dressing room & find the seamstress there. That took over an hour altogether. I was told to return in a week, so my third visit was to pick up the dress. When I got to the register in dresses the seamstress was there as another customer was picking up an alteration. Problem was the clerk was new & kept making errors, then having to void & start transaction again. While I waited 2 other associates tried to help. The seamstress offered to get my dress & return, but the other customer, understandably frustrated, insisted that the seamstress stay at the register until their transaction was finished. I next went to customer service & asked for a manager. After all of that - about an hour, the manager Alejandra got my dress & arranged for me to try it on. The seamstress Esperanza/Hope did a great job, so the 1 star is for her & Alejandra, but I will not be going back to that...

Last Sunday I went to the Benefit located inside the store to get my eyebrows done. The lady who made them showed how they looked on the mirror very quick, my eyebrows looked ok but I couldn’t detail them so much and I left. The cream she applied after waxing started to itch so I washed my face and looked my eyebrows at mirror and the lady made one eyebrow thinner and shorter than the other.

Thankfully I still was at the mall so I went back to the store but the lady had left, the manager saw my eyebrows looked the difference between them but she said since she wasn’t an esthetician she wasn’t able to touch my face but wrote down my contact to call me back on Monday and arrange an appointment to fix them. When I was leaving I saw the lady in the hall and showed her how the eyebrows looked but she was like they are fine, I don’t know what are you talking about.

I went back to the mall on Tuesday, since I hadn’t got their call and I stopped by the store to see if someone was at Benefit’s stand to fix my eyebrows but it was empty. I left my contact info again with another lady… Almost a week later I am still waiting for the call.

It’s sad because I have always done my eyebrows at Benefit and I was happy with their staff’s work, but this time I am very...