Macy's — Local services in Warwick

I hate to have to give this review, as I have been a Macy's customer for over a decade, ever since I moved to the East Coast. At this point, I've charged enough to be a platinum member. But, I am so very disappointed and frustrated by Macy's return policy on its "social dresses,” how poorly said policy was “advertised” on Macys.com, and how I have been treated, that I would give zero stars, if possible. Last November, I purchased a dress to wear to my son's June wedding. As a short person, unfortunately, I can’t find a whole lot in the store, so I pretty much always find clothing on Macys.com. I end up ordering a bunch of petites and keeping what works and returning what doesn't. That's what I did when looking for a mother-of-the-groom dress. I found an Adrianna Papell dress that I liked, but didn't love. However, I didn't want to wait until the last minute and be without. When I ordered it, it was VERY CLEAR on line at the website that it could not be returned if the tags were removed. It was NOT clear that I had only 60 days to return it. To see that, I guess I had to click on "Shipping and Returns," which I didn't do at the time. I'll admit, it did indicate the 60 day "social dress" return policy on the paper receipt that came stuck on the hanger of the dress, but as I said, I ordered several dresses and returned those I didn't like, and I never even looked at the receipt. Why would I? After all, I either purchase online and don’t get a paper receipt, or, when I purchase in the store, I always have my receipts emailed, and buying and returning things has never been an issue. A tag on the dress even says, "We will gladly assist with an exchange or return with this tag attached." So, in my mind, as long as I didn't remove the tags, I could return it. So, the dress sat in its plastic bag in my closet (in a smoke-free, pet-free home). Fast forward to May. It was now a month before the wedding and I had more time on my hands, so I decided that I wanted to see if I could find a more flattering dress. Once more, I went online to Macys.com, ordered several dresses, and this time, found one I really loved. I was elated. I then went back to the store to return all those I didn’t want, including the one I bought back in November, only to be told by the customer service person at the desk that I couldn't return it because of the 60 day policy. I was so surprised and upset. I went home, called Macy's, and spoke to a somewhat rude person who said she couldn't help. She told me I could lodge a complaint on the Macy's website, which I did. A few weeks after this, and about a week or so before the wedding, I went to return another item to Macy’s, and while waiting in line I witnessed something that dismayed me even more: the customer service representative was dealing with a man who was trying to return items that had been purchased long ago. She explained that 180 days had passed so that he shouldn’t be able to return the items. She then asked him if he had called Macy’s to “complain,” because normally they were good about making exceptions. Then, she ended up giving him store credit for the items! Granted, the amount of credit was minuscule because the items had been so marked down, but still! And here I was with a dress that was still being sold for FULL PRICE at Macys.com, and I wanted to replace it with a different Macy’s dress that actually cost more, but I could not, nor could I return it for credit. I’d have been thrilled to have store credit, as of course I’d continue to shop at Macy’s. Instead, I am so frustrated by how I’ve been “treated,” that I will pay off my Macy’s credit card and refuse to shop there again. I think what frustrates me the most is the fact that this man just in front of me in line was able to get store credit. When it was my turn, (and by this time, there was a long line behind me), I told the women about my situation with the dress, and she just said, did you...

Bad exchange process. I ordered a doll for my daughter for curbside pickup. We picked it up, took it home and opened it, and found out it was defective. It would not talk and sing when the button was pressed but it spontaneously sang all night.

I tried to process the exchange online but the online chat system was not working and it kept kicking me out before a representative appeared, and there was no number to call, so I brought it back for in store exchange.

When I went into the store, there was a rather long line at what I thought looked like the customer service counter, and I confirmed before waiting in the line but it was where I was supposed to be. I said I had a defective item for exchange and they said to wait in the line, and they would take care of it when it was my turn.

When I got to the front of the line, they returned the doll and handed me a paper slip with my star points credit and the receipt for the refund and said I needed to take these upstairs to the toy department and then purchase the doll and they would honor the price.

After going upstairs, looking around until I found the doll, and then waiting in another line again, I checked out and they tried to charge me the higher price without the $10 credit. It took another few minutes to sort out getting the correct price and accessing the $10 balance since they could not use the receipt/voucher was given from the downstairs customer service desk.

Overall, this took way too long and was a significant hassle particularly for an item that was a curbside pickup that turned out to be defective. As a busy mom (whose daughter woke up, baby got fussy, and family got hungry while waiting for me to get home from dealing with this extended exchange process), I am not in a rush to get something from...

i bought a watch 2 yrs ago and a link fell out aug 2014. I had the receipt and brought the watch back to Macys (Warwick RI) hoping it could be repaired. initially i was very happy as the clerk said she could take care of it. She certainly did! she took out her repair tools and started banging away. here is where things started getting shady…the clerk was looking to find the exact same watch. I wasn't sure why, i was just happy to have my watch repaired. after that she starts entering what seemed like thousands of numbers into her register. next she needed my Macys credit card. at this point i was feeling uncomfortable. I gave her the card and she rang up my watch as a new sale. she had me sign. i asked what she was doing and she didn't answer only said she'll issue a credit and i will have a zero balance. the watch re[air took 2 mins, the whole transaction about 20 min. at the end of aug i received my Macy's statement with a $79.00 balance! I called national customer service and went through the whole story to be told that I should get a refund (should!) but she needed a supervisor (of course) but none was around. I was promised a call back by 9pm. as the hours ticked by i decided to call the cust serve line back. after telling my story to 2 more people i was promised the charges would be removed and a letter indicating i had a zero balance and that the Macy's card was canceled would be sent. Only Macy's! I never received the promised call back. i received the promised letter. not sure if the clerk was following procedure or was up to something shady. at least my watch...