James
Google
When ordering online, I have never had a problem with Macy's and very satisfied with their service. But my instore experience was completely different.
A friend had sent me a gift of two shirts for my birthday but they were the wrong size. The shirts were individually wrapped and had Macy's tags on them. However, the package I received did not have a receipt in the package although it did come in a Macy's bag.
I went to the floor where they had the same shirts and I picked out two that were the same, but the correct size and was just thinking I could exchange them. I was in the Men's Department and didn't know if they could handle this or if I needed to go to the Returns Department. I asked someone walking around with a Macy's ID and they said I could just exchange here in the Men's Department.
When I spoke to the cashier, I told her my entire story; that it was a gift, there was no gift receipt or any receipt and I wanted to exchange for the correct size. Despite telling her all of this, she asked me if I had been charged for these shirts. I again told her they were a gift. Despite me telling her there was NO receipt of any kind in the package, she kept asking me for the receipt. For a minute, I thought this was one of those shows and I was being filmed. I literally told her there was no receipt or any paperwork that came in the packaging and she kept asking me for a receipt. The shirts were in individually sealed wrapping and had Macy's tags but she couldn't help me. I told her someone on the floor told me I could exchange them with this cashier and she wanted to know who the person was. I told her it was a young man but didn't know the name. Similar to the receipt, she kept wanting to know the person's name and I kept telling her I didn't know the person's name.
She finally instructed me to go down one floor to the returns department. When I was helped at this desk, I went through the same process all over again. I told them it was a gift, there was NO receipt, and I just wanted to exchange for the proper size. Again, no sooner did I say there was no receipt I was asked for the receipt. Then I was told there was nothing she could do. I told her the person upstairs said to come downstairs and that the return desk had more knowledge about how to look this up. Like the lady upstairs, this person wanted a name. I told her I had no idea but there is only one cashier working the Men's Department so perhaps she would know? I have no idea why I am supposed to know the names of the people who work at Macy's. Finally, they brought over a supervisor. I had to go through the whole story again, and repeatedly asked about the receipt that I must have mentioned no less than 12 times that I never had as nothing came in the packaging.
Finally, the supervisor was able to find the information necessary and was able to exchange the shirts. There is a sign right at the counter that says "Easy returns" and under it: "You don't have any proof of purchase: No problem!" Well, clearly it was a HUGE problem so I completely disagree with this advertisement. Again, these shirts had Macy's tags and the package came with absolutely no documentation of any sort, not even a gift receipt. I had to go through four people to get this "No problem" help.
With this kind of aggravation, I would avoid this store. Maybe other Macy's are better. Again, online shopping I have never had a problem. If I had stopped at either of the first three people, I never would have resolved this problem. It's a shame that I had to persist in going higher until someone actually would help. In the meantime, the employees gave me looks of annoyance... until the supervisor resolved the issue.
