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How Macys.com lost a customer

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consumerism

How Macys.com lost a customer

Posted by tcervo on .
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consumerism

How Macys.com lost a customer

Posted by tcervo on .

On November 29, 2013 (Black Friday), I placed an order for a Dyson vacuum from macys.com. What follows is an account of how they botched the order and multiple instances of poor customer service. This is how they lost me as a customer.

Timeline

November 29, 9:00am : Placed an order for a Dyson pet vacuum at macys.com. Received a confirmation email within minutes, including the order number, order detail, shipping info, etc. The order was supposed to ship in 3-5 business days.

Screenshot of confirmation email

December 9, 5:21pm (call duration: 16 minutes) : Package hasn't arrived, so logged on to my account at macys.com to check order status. Order inexplicably says "Cancelled", with no explanation. I checked my email (including the spam folder) for an email from Macy's, hoping for further explanation. No email received. So I called customer service. I was informed they tried to contact the fraud prevention department of my bank (Chase) on the 29th, but it was closed, so they cancelled the order. First, I can't believe the fraud prevention department of Chase was closed on the busiest shopping day of the year, but even if Macy's couldn't get through, they should have at least contacted me or waited until Monday. The customer service rep apologized for not contacting me, and for cancelling the order, and re-placed the order for me. The problem now is the item is backordered until January 5. We re-placed the order anyway.

Screenshot of cancelled message

December 19, 8:35am (call duration: 6 minutes) : Received an email from Macy's saying the item was back in stock and would be delivered December 30 instead of January 5. New problem: I was having it shipped to my office, which is closed until after New Years. So I called Macy's again to change the shipping address. I was informed it was not possible to change the address on their end, I'd have to contact UPS directly.

December 19, 8:42am (duration: 10 minutes) : Logged on to UPS.com, entered the tracking number, and attempted to change the shipping address. Website informed me I needed to create an account. Done. Now informed me it's not possible to change the address, but perhaps if I upgraded to a paid account I would be able to. Not a chance.

December 20, 8:17am (call duration: 9 minutes) : Called Macy's again. Informed them I was unable to change the shipping address at UPS, so please try again on their end. Still no luck. Time to call UPS.

December 20, 9:00am (call duration: 10 minutes) : Called UPS. Was informed that Macy's had put a restriction on the order when they created the shipping label, so they (UPS) could not re-route the package. I informed UPS that Macy's claims they cannot change it on their end. UPS said Macy's is full of crap (paraphrased), they absolutely can update the shipping label on their end.

December 20, 9:12am (call duration ONE HOUR AND THIRTY ONE MINUTES) : Called Macy's one final time. Immediately asked to speak to a supervisor. Was on hold 13 minutes before a supervisor picked up. Explained the situation to the supervisor. Supervisor said he would be able to re-route the package, he just needs to put me on hold "for about two minutes". I put the phone on speaker and went about my work, listening to bad hold music all the while. He never came back. I was still on hold listening to bad holiday music when I hung up the phone. Total call duration to that point was an hour and thirty one minutes. 1:31. I did not call back. Total time wasted, not counting the original order and checking UPS website for tracking updates: two hours and twenty two minutes. 

Screenshot of call duration

Got another email update stating expected delivery on December 27 instead of December 30. Office is still closed. UPS will attempt delivery to a closed office building. I will try again at that point to re-route the package, after they've attempted the first delivery. If not able, then I'll just let UPS send it back to Macy's and I'll get a refund on my card. Someone else will be getting this order, even if it's a little bit more expensive.

I will never shop at macys.com again.

Update: Macy's loses a second customer

Turns out I'm not the only one having issues with macys.com this holiday season. My girlfriend received a package Saturday, December 21. When she opened it the next day, she discovered the contents (and packing slip) were for a different customer - someone in South Carolina. Macys emailed her a return shipping label, and promised to call her back within the hour with information regarding her actual order. The call never came, neither did an email followup.

Update 2: Still not fully resolved

I refused the package, since I was able to find the same vacuum cheaper at BestBuy.com after Christmas for LESS money than the Macy's Black Friday sale. As of January 7, still waiting for my refund.

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