Macy's — Local services in Wayne

I'd like to tell you about an experience I had today in the Willowbrook Mall Macy's jewelry department I had gone into the store to have a watch fitted that I received for Christmas from my girlfriend who had purchased it online and picked up the watch at the Bridgewater store as it wasn't available at our local Macy's. Seeing as how it was a gift that I wasn't able to provide a receipt for the purchase of the watch a citizen brand. I saw an area roped off which said have your watches fitted here I approached the desk and waited as a couple in front of me had their watch fitted waited for 5 or 10 minutes to store was really not so busy in that particular Department a sales representative came out from the back her name was Makato I let her know that I needed one link removed from my watch that I had received for Christmas she proceeded to ask me to provide a receipt saying that it was purchased at a Macy's store I let her know that I was not able to do that as I did not have a receipt it was a gift and my girlfriend was not able to provide me with a gift receipt fee it either did not see an option for a gift receipt or missed it or there was not one online when she purchased it all she had was the pick up receipt that she had gotten from the Bridgewater store which included the price of the watch my girlfriend was reluctant to give me that receipt as it did have the price for the watch on it. I asked the sales rep to speak to me off to the side I expressed my frustration with the policy about requiring receipt to have a watch fitted and that it was well within her power at the moment just to satisfy a customer remove one link and not have the matter escalated I would have understood if it was busy but it really wasn't busy I would have waited had it been busy she told me she was unable to do it because it is against policy to do that I wasn't even offered an option of possibly paying to have a link removed from my watch I don't know what that reason was but that also seems strange as there was no other options to have this done it was no receipt no service which I think is very poor customer service I proceeded to ask the rep to point me to her manager she then pointed to a woman who she identified as Margie I approached Margie and she was on another section of jewelry I asked her if she could please allow the rep to go ahead and remove a link without a receipt I explained my situation the manager said no that is against policy we are not allowed to do that I then explained how this seems like a ridiculous policy and some policies are made to be bent . She gave me no other options . I proceeded to contact my GF and she texted me a copy of the pick up recipet so i could have the watch fitted and now I'm aware of the cost of the item. I would like to think this is an isolated incident the customer service i normally get with Macy's is above average to great. My girlfriend actually opened up a Macy's card due to the customer service we received from your company last year in the matter of a lost package that was replaced quickly and delivered in time for Christmas. Also 3 other guest had been turned away for the same reason as I was initially rejected they werent happy either . You might want to reevaluate your position on this matter , it left a sour taste in my mouth and with 2 other dept stores in that mall anyome couls easily go shop at those.

update : After filing a complaint and sending emails to corporate the manager reached out to me while she was very friendly and accommodating the issue is policy and they need to train the staff on solutions rather then just flat...

If I could I would give it a zero. I brought up my item to the register to purchase. I asked the cashier a question regarding the item and showed me what I should buy instead. We return to the pay and there was a line. Instead of letting me finish the transaction I had already started she made me wait so that she didn't have to deal with the customer in the front of the line who was upset. In reality all 12 people there were upset that there was only one cashier. The manager or supervisor walks by sees the line and proceeds towards the register by its side. But she gets a called on her cellphone and decides that's more important than the line and walks away on the phone. I was going to walk out but I had already spent a lot of time picking out my items. Get to the front of the line and when I go to pay I try using my phone to pay which I have done in Macys before. It took a bit but it clearly said processing when the cashier decides to backout at which point. She calls her manager and asked if the machine was working. The cashier had mentioned it works on the register next to her that she had seen it done earlier. So she said she will call the manager to just open that, on the phone the manager says no that doesn't work. She replies I'm talking about the register next to me. Then the manager says none of them work. Really? Cause it's advertise on the macys website my banks website specifically naming macys as a retailer you can use it at and multiple of the employees there had mentioned they saw it being used before. Needless to say that was a bad enough experience to write this long review and say that the manager here has 0 people skills and 0 customer...

I was in the clearance lingerie section and had to put products on the floor as I perused a rack because I had trouble holding them. I crouched down to look at what I was thinking of buying because even on clearance the bras I was considering had $30 price tags. I’m not really looking to spend that so I’m pretty picky about what I buy. Literally why I’m in the clearance section. Idk what was said but the employee that was engaging me in friendly conversation earlier was obviously suddenly suspicious of me and started helicoptering. She stood over me while I was reading the prices on the tags. After trying on my stuff she immediately approached me out of the fitting room and asked how things were, I said I had some problems with the fit and went to put most of the items back. She was still keeping a short distance from me so I knew something was up and I asked if she wanted to look through my bag. It contained stuff I had just gotten at the Shoppers Find closing sale. I understand that seeing articles of clothing in a reusable bag looks weird. I have nothing to hide. Suddenly she backed off and said it was okay, lol. If you guys are gonna make customers uncomfortable may as well have follow through? I understand it’s not that girl’s fault, there was a manager nearby that must’ve given her orders to watch me. Weird and embarrassing experience, and 2/10 things I was considering were worth the clearance...