Macy's, Inc
Macy's POOR customer service

On Dec26th we went to our local Macys store in Moorestown, NJ. After deciding on a Coach purse, the cashiers let us know it could be ordered and shipped to our home. We tried numerous times to get through to a few different stores where the item had been located. With no luck getting through, we left and kept calling on our own while shopping in the store. When we finally got an employee in handbags named Tina at the South Shore, NY store, she confirmed the purse was there but said that she could not ship it to us - we would have to come in and pick it up. We put the item on hold and returned to the Coach counter and let the cashier know that we had been told. He let us know that was not the policy and the item should have been shipped. He tried and we tried again to get through to the store over and over again. After waiting on hold for 15 minutes, the manager of the department , so she said, answered. I let her know what we were told by one of her employees, she put us on hold for another 30 MINUTES. She came back on once or twice and we let her know the bag was on hold. She never let us know why we were on hold for so long. We finally hung up in disgust since we were using the minutes on our phone. By now the manager of handbags at our local store heard the frustration in my voice and wanted to know how she could help. I let her know what we had been through over the past 1 1/2 hours. She tried placing a call to several stores as well with no response. She assured us she would continue to locate the handbag at another store and she would call us at home. About an hour later we received a call from her letting us know a store from Texas would be calling to secure the purchase and ship the handbag. In the meantime, I went online to file a complaint for the South Shore store. Dec. 29th I received a message from Gerard who was interested in hearing about my dissatisfaction with our experience purchasing the purse. I have called back and left 2 messages after he stated he was off and would return Jan 2nd. To date I have not heard back from Gerard. In fact we also called to find out where the purse was since we never got an email from the Texas store to confirm our purchase and provide tracking information. When we called customer service, the rep informed us that that purse had never been charged to my account and had not been in fact purchased! How could that be if we had a transaction number? This whole Coach purchase has been a nightmare and a fiasco. After contacting a manager now in the TEXAS store, Felix finally located the purchase, said it had been shipped, but was unable to give us the tracking number until the next day. He promised to call by noon Jan. 4th, which did not happen. We finally called Felix and only then did we get the tracking number and find out exactly where the package was.

Offender: Macy's, Inc
Country: USA   State: All USA

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