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Macy's, Inc. complaints

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7 West Seventh Street, Suite 1600
Cincinnati, OH 45202 | Get Directions

(513) 398-5221

http://www.macys.com

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Total Amount in Dispute:
$32,168.00

Total Amount Settled:
$1,477.00

Complaint Experience

74%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

42 complaints against Macy's, Inc. closed in last 3 years.

Complaints	Type of response
6	Making a full refund, as the consumer requested
0	Making a partial refund
21	Agreed to make an adjustment
0	Refusing to make an adjustment
9	Refuse to adjust, relying on terms of agreement
5	Unanswered

42 complaints against Macy's, Inc.

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7/13/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

5/13/2026

I have been shopping with Macy for well over 5 years. They have a program called star rewards which I signed up for, well over been noticing that a lot of my purchases are not being added to my account which means I'm not receiving the rewards I've earned. When I called & spoke with a supervisor also giving receipt info out was not on my account. I feel Macy shouldn't have a program that guarantee rewards if you're not going to give them to the customer when they earn them. I need this situation rectified or I will no longer patronize this company Resolution Sought I should have earned 3 reward with the purchases that wasn't added so I would like my rewards.

Company Response

7/1/2026

As a liaison of Macy's Executive Office, I was asked to review and respond on behalf of CITI Bank NA (CBNA). Contact Date(s) With Customer: I spoke with the customer on June 30, 2026. I advised her that they are earning points for every purchase they make. I explained that they earn 1 point for every dollar spent and explained ways to earn more points. Reviewed all transactions and rewards with the customer. The customer had no more questions or concerns regarding their loyalty account. Complaint Summary: The customer contacted BCA regarding her Star Rewards account, stating that she believed several purchases had not earned rewards points and requesting any rewards she felt were owed. I contacted the customer and conducted a detailed review of her loyalty account, confirming that rewards points were being properly earned on eligible purchases. The customer specifically inquired about two transactions from 6/15/2026 associated with a promotion offering a $20 Reward Card for every $100 spent. Upon review, I confirmed that her purchase of $116.97 earned 2,111 points and her purchase of $105.98 earned 1,902 points. I also verified that she was issued a combined $40 Reward Card on 6/15/2026, which was fully redeemed on an online purchase placed on 6/16/2026 (Order #4762259470). I reviewed the applicable transactions and individual items with the customer and explained how rewards and points were applied to her account. Additionally, I advised the customer that applying for and using a Macy's Credit Card could help her earn rewards at an accelerated rate. Resolution: I spoke with the customer on June 30, 2026. I advised her that they are earning points for every purchase they make. I explained that they earn 1 point for every dollar spent and explained ways to earn more points. Reviewed all transactions and rewards with the customer. The customer had no more questions or concerns regarding their loyalty account.

1/1/2026

RESPONSE: Complaint was not answered Amount in Dispute: $151.08 Amount Settled: $0.00

Customer Complaint

12/8/2025

Consumer alleges your company canceled her order after being on the phone for two hours. Consumer called in originally to make a return which was successful. However she made another purchase for a dress, she used a gift card that she has just purchased and the order seemed to be complete. However after two hours on the phone, she noticed that the email said her order was canceled. She questioned the operator who said her account needed to be verified. She had just been on the phone with you, he address was verified and she had made a return. She asked for a manager and when the manager got on the phone he asked her for her social security number which she thought was not right. Cosnumer had to go to the store and complete her return. Cosnumer wants your company to provide an apology and give her the $20 reward immediately as she was promised. Order #4688995763 Resolution Sought Cosnumer wants your cmpany to provide an apology and give her the $20 reward immediately as she was promised.

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