Macy's — Local services in Reno

I've been in customer service for over 15 years. This is the second worst interaction I've had. Walmart being the worst. BUT, never have I had such a negative experience with a company from trying to make a simple return:

The lady that "helped" me was inconsiderate and did not listen to me explaining that I had worn the product and that it was not comfortable to move around in. She proceeded to ask me questions about whether I had worn it and why I was returning it. Then interrogates me on if I had come into the store earlier for this return (Raised an eyebrow there and informed her this was my first time back since purchase date). Then after the interrogation tells me that she can't take it back, starting the sentence with, "Like I told the other guy.... I can't take the return...". I decided to end the interaction there and asked for a manager. The manager Fernando walks up and immediately starts up with, "I already made the decision on this...". Referring to the mystery customer I know nothing about. At this point I finally let this get to me and say with a tone, "What is this other guy you keep referring to? Like I told her this is my first time in the store since making the purchase!" Without an apology or any communication he sighs or grunts while looking at the register and then walks away saying he needs to mark the jacket, then comes back defacing the jacket and proceeds to complete the return. All the while giving me attitude about making sure I bring it right back if it doesn't fit right blah blah blah. I came in with a good attitude and left irritated as can be. I didn't even care about the return at that point. I would have taken a simple '"no we can't accept the item" from the very beginning if they would have shown an ounce of customer service skills and not tried to blame me for some other customer's attempt at a return. Hell, even apologizing for the mix-up and still telling me no would have...

Mattress purchase review. The sales guy was very nice but pulled the typical sales guy tactics. With one of the things we were looking to purchase we get: "This normally goes for $850 but let me see if I can get a lower price for you." While he was off doing who knows what I look the thing up on the Macy's website and see it is sold for $360. Guess what great deal he comes back with? $360...

Purchase process went smoothly after that and delivery was scheduled for 2 weeks out. 3 days before delivery I get a text confirmation for the delivery date. Day before delivery I get a confirmation of the time frame for delivery. All good. An hour before the delivery window I take apart my current bed and get it ready to be hauled away. 10 minutes before the delivery window I get a phone call from Macy's saying the truck never made it over the mountain and we have to reschedule for at minimum 2 days out. Great, now I have no bed for 2 days and I have to take time off work to be here for a delivery window they might not make... What a joke.

Next time I want to spend $2,000 on a mattress set I'll go elsewhere. And if they try to reschedule me again I'll probably just cancel the whole order at that point.

UPDATED

Changed rating from 2 stars to 1 star. They were able to get the mattress delivered on the rescheduled day and within the specified window. But they did not deliver the whole order. I called the Macy's hotline and after making it through the circular robot menu talked to an associate who told me the rest of the order was never even scheduled for delivery. Now I'll have to wait another week to have a complete bed to sleep on. Assuming that delivery...

UPDATE: I want to sing the praises of ANOTHER Macy's Employee. Austin in the Men's Macy's is a suit expert! He helped my boyfriend find a suit, but also taught us both what to look for in the future when suit shopping.

TLDR: Adrian is to makeup what Austin is to suits, and vice versa! You can't go wrong!

Amazing Makeup Sales Associates (or Cosmetologists, idk the correct term)!

One can buy makeup countless places, but one goes to Macy's for their expertise. They do that and more at this Macy's. I walked in looking for help finding a foundation. The Associates heard me out and found me exactly what I needed! It seems like different associates handle different brands. When the first associate couldn't find me exactly what I wanted with her brands, she was happy to find me someone who could. I imagine that means she loses a commission, but she seemed to just be eager to help me get what I want.

I want to take time to mention Adrian (sp?). She helped me find the perfect Lancome foundation, and introduced me to some cool products I had never heard of! I hope Management sees this, her customer service, salesmanship, and knowledge are exceptional. If you need help with Lancome or Este Lauder, ask for Adrian. However, I spoke with a few associates and they were all very kind and knew a ton about the products--you...