I am a very loyal Macy's customer, I have a Platinum Credit Card which means I spend over $1000 with Macy's a year. I am a professional that does most my shopping there when the sales are on. When I travel I even shop with Macy's and have shopped at Macy's in 10 different states.
Sometimes I also shop online with Macy's when I find a good deal. As a Macy's Platinum card holder I am use to free services provided to there most loyal customers. When I buy online I use to receive free shipping for items purchased online.
Recently Macy's has discontinued this practice as of May 1st, 2008 however they did this with out alerting customers. As of July 30 the site does say:
** For free services, which are not available at all Macy's stores, purchases must be made at Macy's with your Macy's Card. Excludes furniture, mattresses, floor coverings, and purchases on macys.com. Credit will appear on your statement.
In some parts of the site it does say the above. However it does say the below on a lot of pages also.
Free service purchases must be made at Macy's with your Macy's Card. Includes shipping on macys.com purchases. Excludes furniture, area rugs and mattresses. Credit will appear on your statement.
First when Macy's changes a long standing practice without alerting the customer it is wrong. Second if you are going to change the policy then you have to make sure that it is consistent, as I called in on July 30 and was told that yes of course I should receive credits automatically.
After explaining to him things changed without anyone being notified, he put me on hold and began to speak with his supervisor. After that he explained that it had changed as of May 1st. He also credited my account but explained that it was a one time credit and that in the future the new policy would be enforced.
A lot of customers probably don't realize that this policy has changed. They did not take the effort to inform there customers. Really Macy's should not take this reward away from their most loyal customers.