Macy's review: Macy's online ordering system/customer service

I am writing to share my feedback on a recent shopping experience that left me quite disappointed.

On November 24th, I made a purchase of Estée Lauder products on the official Macy's website. Unfortunately, I encountered problems when I tried to pay using PayPal. The payment page indicated that the transaction was unsuccessful, prompting me to contact customer service. Since I did not receive a confirmation email for a successful payment, I followed the system's instructions and contacted customer service team. The representative informed me that PayPal was not accepted and suggested that I use a credit card for payment. I shared my concern about the PayPal option being displayed on the payment page - if it is not usable, please remove it - and was assured that my feedback would be forwarded. I then placed a new order on the site using my credit card. Although I did not receive a confirmation email for this order, my credit card was charged multiple times, resulting in three pending transactions. I immediately contacted customer service to resolve the issue. While the representative only confirmed two orders, I discovered an additional order generated from the failed PayPal transaction. I requested to cancel the redundant order, but was informed that it was beyond the 30-minute cancellation window and could not be addressed until the items were received. They told me the only thing I could do was receive the order and return it to them, but they didn't mention that I would have to pay the return fee if I mailed it to them.

After receiving the items on November 30th, I contacted customer service to initiate a return and refund. I confirmed with the representative that there would be no return shipping fee due to the system error that caused the duplicate orders. I was assured that a return label would be emailed to me shortly. However, when I checked the email on December 1, I was surprised to find a $9.99 return shipping fee attached. Subsequent communication with customer service revealed that this fee could only be waived by returning the items to a Macy's store. Despite expressing my dissatisfaction and seeking alternative solutions, I was told that the only way to avoid the return shipping fee was to join the Macy's Star Rewards program. This was an unacceptable proposition to me, as it felt like an undue burden placed on the customer due to system flaws.

Then I commented on their Facebook and a customer service representative contacted me. Initially, they offered a $10 gift card, which I declined. Later, they mentioned providing a free return shipping label. However, when I asked for assurances that I would not be charged a restocking fee, the response was uncertain. I just want a hassle-free return with no unexpected fees, but it's disheartening to hear that the return fee waiver is not guaranteed and depends on the warehouse. As a customer, it feels like the responsibility is being shifted to me.

I believe this entire experience highlights significant problems with Macy's online system and customer communication processes. I urge Macy's to address these concerns immediately and consider alternative solutions that prioritize customer satisfaction.