Macy's — Local services in Minnetonka

I ordered a Coach handbag online for pick up in store. When I picked it up, the person at the counter handed me a plastic Macy’s bag with the bag inside. She was calling the next person in line before I could even look inside the plastic bag. I told her that I wanted to look at it to make sure it was correct and upon inspection it was clear to me that the bag inside had been used as the accessories (gold chain strap) was missing and it also did not have the proper credentials that usually come with a Coach bag. When I explained to the counter clerk that my purchase was not accurate, she suggested that I take it to the handbag counter to have it exchanged. I arrived at the Coach counter and discovered it completely unattended. After waiting for approximately 10 minutes I asked several other associates if they could send someone over, and still no one appeared. I called the store on my phone to request for some assistance and after being placed on hold for five minutes I was told that they had requested two separate people to help. I advised that there was still no one there and they responded by hanging up on me!! Finally, after waiting 20 minutes, someone finally showed up to exchange the bag and she confirmed that the bag they tried to give me was a returned bag from another customer and Macy’s was unable to provide me with a new bag so I ended up simply requesting my money back. I go to Macy’s because I expect better customer service and I expect a better product. I can honestly say that this experience has made me lose Appreciation for a store that has a long history in providing quality merchandise and quality service. They did not in anyway take ownership or come close to apologizing to the degree that I would deem sufficient. Macy’s, you really need to do better. If not, I am sure I am not the only customer that would be willing to pay a little more to receive better service at a competitor. Actually, Macy’s Associates could learn a lot from stores like Von Maur or Nordstrom’s. If your shopping with Macy’s, just be aware that you won’t receive...

I visited Sunglass Hut at Macy's Ridgedale this evening to purchase a pair of sunglasses, but unfortunately, the customer service experience was disappointing. The associate who helped us appeared disinterested and disengaged throughout the interaction. She came across as indifferent and made little effort to assist or guide us.

When I inquired about the Star Rewards promotion, specifically whether I would receive $50 in Star Money for spending over $200 without having a Macy's credit card, she informed me that only cardholders were eligible. Despite knowing we didn’t have a Macy's credit card, she did not offer to open one for us or ask for our Star Rewards number.

After completing the transaction, we realized we had not entered the number for our Star Rewards membership. When we brought it up, the associate responded in a blaming tone, saying we should have provided the number before payment—even though we had mentioned we were members. In contrast, other Macy's cashiers typically ask each customer if they are part of the Star Rewards program as part of their checkout process.

Interestingly, after the purchase, I still received $50 in Star Money despite her claim that it was only for credit card holders, which made the incorrect information even more frustrating.

Overall, while I’m happy with the sunglasses I purchased, the service experience left a lot to be desired. Better communication, accuracy, and a more welcoming attitude from staff would greatly improve the...

I’m continually amazed by how disorderly and downright dirty this and just about any Macy’s I’ve been to is. And how unhelpful their associates are. Customers: why do you let them get away with it? I avoid Macy’s at all costs, for the reasons I just stated, but I stopped in today because their website showed they had a Free People sweater that was out of stock at my usual stores. The Free People section, like most other sections, was DISGUSTING. $150+ items of clothing were piled in heaps on tables and on the floor, nothing was organized, the nearby dressing rooms were overflowing with hundreds of items that no one had put away, and there wasn’t an associate in sight. After 15 minutes of digging around for the sweater, I went to the lingerie counter (the only place where I could find an associate) and asked for help. She checked the inventory system and confirmed that the sweater was “here somewhere” but she couldn’t say where it was. I asked if she’d mind helping me look for it, and she did for about 2 minutes before giving up and going back to the counter. Zero understanding that this was an issue, or that helping customers find things was part of her job. I looked on my own for a few more minutes, got fed up and left without the sweater. The worst part is that I wasn’t surprised, because I have never had a good (or even a neutral) experience here. Go to Nordstrom’s, they seem to understand that shoppers...