Macy's — Local services in Roseville

I have been a loyal Macy’s customer for about 20 years as both a shopper, a credit card holder, and even a former Macy’s employee over a decade ago. I have always had positive experiences until last night, when I encountered a very unpleasant in-store pickup situation.

I received a notification that my order, a $40 pair of pajama bottoms, was ready for pickup. Since curbside wasn’t available, I went inside. When it was my turn, the associate, Teri, asked for my name and barcode, which I provided. She then asked for my ID, which I didn’t have with me. I completely understand that store policies must be followed, but it was the tone and delivery of her response that left me feeling uneasy & unpleasant.

Instead of explaining the policy kindly, Teri spoke with attitude and condescension, saying things like, “How do I know you’re really Vanessa?” and “You can open the app, it says right there to bring your ID.” She also began unsealing my pickup bag to “check if it was over a certain dollar amount,” which seemed unnecessary given that the purchase was only around $40. She mentioned if it was a certain dollar amount I wouldn’t be able to pick up my order. Is this a new policy? Her demeanor was unprofessional, which was disappointing to experience in a customer service setting.

When I got home, I checked the email and saw that the ID requirement was indeed mentioned, but it was written in very small font, not something easily noticeable. I called the store the next morning and spoke with the manager, who was kind, apologetic, and confirmed that Teri had already mentioned the incident. I appreciated that follow-up and explained that my concern was not about the policy itself, but about how it was delivered.

Later that evening, I made another in-store purchase for a little less then a few hundred dollars in the jewelry department and the team there was absolutely wonderful. They were patient, professional, and kind even while dealing with slow computers and technical issues. That is the level of service that has always made Macy’s such a respected and trusted brand.

It is disappointing that one unpleasant interaction could make a longtime customer reconsider keeping a store credit card account and continuing to shop there. I am sharing this feedback not out of anger, but because tone and respect matter. In today’s economy, every customer counts, and how people are treated truly determines where they choose to spend their hard-earned money especially during the...

Kino the tiny old guy manager is a rude, disrespectful person. I retuned Ugg shoes and the guy at the register said he wanted to do a gift card so I could reorder in store a new pair of boots since the boots that i returned were dirty and out of stock in store but in stock online . He then called this guy ( manager ) and he said no he couldn’t do a gift card and it had to be refunded on the same form of payment and then I could reorder again . So I said fine let’s do that , I didn’t ask for a gift card , the guy at the register suggested that so I said I am okay with paying again and just refund me . Well 10 days later still no refund and after calling customer service I was told I was refunded in a gift card $183.13 I never received a gift card , kino or the tall guy kept it and I hope they checked the cameras. Kino pointed his finger on my face and said in front of dozen of people that he saw the tall guy giving me a gift card and I paid for the new Uggs with the gift card . I had the receipt showing that I paid with my credit card . Customer service said someone used that gift card on October 9th , 3 days after I returned the shoes , customer service also told me that the person who used that gift card has a total different Macys rewards number and different name from mine . Again kino was listening to all of this while I was on the phone with customer service and he was yelling saying I was calling him a liar. I felt violated , robbed . A nice gentleman stepped in , his name is Tushaar and finally took the time to listen to me without insulting me and yelling like kino did . He took my information and told me that lost and theft department service is looking up who used that gift card . I was then called on my phone by Tushaar saying he believed me and apologized and asked me to go back to give me a refund . Kino shouldn’t be representing Macys or working at customer service. He is a disgrace and a disgusting human . Thanks Tushaar for giving me my $183 back but I would never go back and closing my accounts and credit cards with Macys . That gift card was used by kino or the tall guy who was at the register that day and I am sure of that . I really do hope this gets investigated and they look at the cameras like they’re said they will because they will know who took that gift card and telling me I was getting a refund on my bank instead but...

Not been to a Macy's in like 15 years and tonight reminded me why. Went in because my kid had an accident. Ran to the clearance section to grab new pants. Got a pant/shirt combo that was marked "$13.49 final sale." Went to the undies section, they really are charging $26 for children's underwear! I asked if they price match and they said no, only with Macy's.com, even though these are listed for $13 everywhere else. Anyway, went to pay and she tells me the outfit is $18. I told her it was $13, she says it's ringing up for $18. I told her to adjust the price and she said, "sorry ma'am, we don't do that because SOME customers will change the tag to get a better price," and she looks me up and down like insinuating that I did it. I told her I don't care what other people do and that she needs to honor it. So instead of calling over the manager she decides to go over to the clothes rack and collect another one of this item. She scans it and it comes up for the marked price of $13.49. She told me that that one was on sale and that I could take that one if I wanted. I told her that that was the wrong size so then she says, "oh it must just be this size that's on sale and the size that you have is $18." I told her that I didn't care what it was ringing up as because it was marked and she needed to honor it. She goes back to the clothing rack and collect several others of the same size as the one I purchased and they are all ringing up for $18 and they are all marked for $13.49. I pointed this out that while some customers May mark down an item to get a deal by switching tags, I wasn't going to go and mark the entire clearance rack so that I can get $5 off of one item. I asked her several times to get the manager while she sat there and argued with me. Eventually ould down is absolutely insulting....