Macys.com

Full review
We received a Macy’s gift card for Christmas and since the mall is so far away I thought the easiest thing to do was shop online. I finally placed my order in April after numerous trips to their website trying to find something.

I really liked the presentation of the website and checkout; it was very attractive and professional. I was a little disappointed with the merchandise selection online. There were a lot of areas to choose from but not a lot of selections in each category.

I had been checking their website for quite some time trying to find some outfits for my daughter however there was a tiny selection. I was able to sort the department by size, type, or brand of clothing. I was not able to sort by price however was pleased that there was a wide range of prices. There were $7 basics to chose from, outfits were on sale at least $10 off, and the nice sets were only $30-$40 range which is competitively priced.

What I did like was the ability to see the item in great detail. By clicking on the picture I was able to super size the picture and zoom in on the fabric, appliques, trimming, etc.

The page also had a button to compare the outfit to other best sellers in that category. I thought that was a nice feature because I was trying to compare them myself. It aligns the pictures up and you can easily see the comparisons in one glance. It also shows which ones are on sale which was also helpful in comparison.

I also considered some item in the housewares section. Pretty much everything was on sale and some even had a bonus gift added to the purchase. I considered about 8 items and every one of the items I considered were $20 more than where I usually buy from.

I ended up finding a novelty item for $19.99. I added it to my cart and checked out with ease. Once I placed my order I was able to print a copy for my records which included all the information including a small image of the item. I immediately received an email that the order had been placed then another email the next day indicating that the item had been shipped.

I received the UPS package on the 4th day. The item was in a larger than necessary box and filled to the top with packing peanuts. I dipped my hand in the packing and pull out a very nice pair of hair clipper!? I didn’t order hair clippers!

I grabbed my packing order which was conveniently located on the top. I verified that I placed my order correctly. I called customer service and she asked for the person who filled the order which was stamped on the order. She said that UPS would be back to pick up the wrong product and they’d get the correct package out to me as soon as possible and said nothing more.

Three days later I received an email from Macy’s Vice President of Customer Service with a survey about how customer service handled my request. I was glad to see the email because mistakes aren’t worth making unless something is learned from them. It was actually the shipping department that made my mistake but how customer service handles the error sets a company apart from the rest.

I soon received the tracking number for the redelivery of my item and the correct product arrives and I don’t have to fool with returning the other item because it was picked up with my delivery.

Shipping
Shipping is charged by pre-tax total and rates start at $4.95 for items less than $24.99 and go up $2 for each additional $25 you spend with $18 the max. Two day and express shipping is also available.

Return Policy
Returns can be made at the brick and mortar store or returned in the mail. There are a few exceptions. Fine jewelry, area rugs, and some electronics, and specialty items must be returned by mail. Shipping is not reimbursed unless it was a mistake on Macy’s behalf.

Other Features
In addition to traditional shopping you can also pay your Macy’s find bill information or pay your bill online. Apply for a Macy’s credit card online which qualifies the cardholder for star rewards which also are described online.

They have a very attractive Bridal Registry.

Overall
When I think of Macy’s I think of higher quality merchandise and a higher quality team than I would find at lower end department stores. When I ordered from Macy’s I was under the impression that the transaction would go without flaw. Suffice it to say I was extremely shocked when I opened my box to find some one else’s product. I figured that Macy’s is a reputable company and would resolve my problem to my satisfaction and they did. I would probably have given Macy’s 3 stars because they’re more expensive than others, and have less selection than specialty or larger online companies. However, I am pretty impressed with how they actually handle the mistake which makes them stand out above others. I think that having packing slip stamped by the person who packaged the item and a customer service follow-up survey makes me feel like errors aren’t acceptable in their company. I think shipping and shopping policies are very fair. Although prices are higher I always see plenty of sale items to choose from in every department. I think their website is very sleek and perhaps better than the competitors. A company that corrects their errors and makes the customer happy is above average for sure.

General Information
Address: Macys.com, Inc. 170 O'Farrell Street, San Francisco, CA 94102
Website: www.macys.com
Customer Service : http://www.macys.com/service/index.jsp
Phone: 1-800-289-6229