• Report: #685674

Complaint Review: macys.com

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  • Submitted: Sat, January 22, 2011
  • Updated: Wed, March 09, 2011

  • Reported By: Mary — Valley Washington United States of America
macys.com
Internet United States of America

macys.com Macys online Charged for sending me the wrong item. Refused to exchange for item ordered. Internet

*UPDATE Employee: That's a shame.

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I ordered a sweater from macys.com and they sent me the wrong color sweater. I double checked my order and the sku on the tag did not match my packing slip. I tried to call customer service but the number on the web site only sent me in circles. Dial 1 to hear this, dial 2 to hear that. I could not talk to an actual person. I tried calling my nearest Macys store which is about 50 miles away.

They do not carry this particular sweater however I could exchange it for a different sweater or receive a refund less the shipping charges if I wanted to make the 50 mile drive. Thepacking slip indicated that in addition to the shipping fee I had originally paid there would be a return shipping fee foritems returned by mail unless they had made an error.

Since I liked the sweater except it was the wrong color. I filled out the form for exchanges by mail included with my packing slip requesting the item I originally ordered. I wrote in the comments section "I would like this sweater as ordered. You sent the wrong color please send correct color. I do not think I should have to pay return shipping fee as the error was yours."

Imagine my surprise when a week later I received an email stating that they werecrediting my Macys card forthe price of the sweater (less the original shipping fee I had paid). They did say they would not charge me the return shipping fee. However I still had to pay the original shipping fee. The email then stated that they still had the sweater in stock and I was welcome to repurchase it. Unfortunately it was no longer at the sale price I had paid and I would have to pay againto have that sweater shipped to me.

When I sent an email back explaining that I had asked for an exchange not a refund and I didn't think it was fair that I had to pay to have the wrong sweater shipped to me. All I wanted was the item I originally ordered and no additional cost to me beyond the shipping I had already paid. They sent a form email apologizing for my inconvenience! No further attempt was made to remedy the situation. So I was charged for nothing but a lot of hassle.

My advice is do not buy anything from macys.com. Who knows what they might send you and good luck trying to get the item you actually ordered. Apparently they don't do exchanges. The exchange form is just extra paper.


This report was posted on Ripoff Report on 01/22/2011 07:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/macyscom/internet/macyscom-Macys-online-Charged-for-sending-me-the-wrong-item-Refused-to-exchange-for-item-685674. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE Employee

That's a shame.

AUTHOR: starlet317 - (United States of America)

That was handled very poorly and I'm sorry to hear that.  I've had this very thing presented to me in the store.  If you have come to me in the store I would have refunded you for the sweater.  Then I would have reordered it for you in the correct color, adjusted the price to what you originally paid and waived the shipping so you wouldn't be paying twice for shippping for the companies mistake.  That's what SHOULD have happened.  I realize you didn't go to the store but had you been given this as an option maybe the 50 miles would have been worth your while.  Pisses me off when I hear of situations like this that aren't handled well.  Hope you'll still shop with Macy's.  Some of us DO know what the hell we're doing and know how to handle customer problems so everyone is happy.
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