Valery D.

I returned an online purchase, and specifically requested via the Macy's website that my refund be sent to my Macy's card because I was purchasing a new item and wanted to use the refund to cover the new expense. Instead I got an email telling me that they were sending a Happy Returns Card. When I called Customer Service to express my concern, I was told that I could definitely use the card to pay my bill. I wasn't confident that the CSR knew what she was doing so I asked to speak to a manager - three times. After the first two request she put me on hold for a few minutes then came back and repeated her assertion. At the third request I asked if it was Macy's policy to not allow customers to talk to management, and she actually hung up on me! Anyone who knows me knows that I was not being rude so this was bad customer service, pure and simple. Of course when I tried to pay my online bill with the Returns Card, I find it's not an option - as I suspected. And now they tell me there's no way around it. If I don't pay my bill then of course it's my credit that gets zinged, so I have to pay it. And I have nearly $60 on my "Happy Returns Card" that I have to spend now, but after that I'm done. There's no excuse for this kind of treatment.

I ordered something from Wayfair last Sunday. Two hours later I called to cancel because I found the item for much less in a store. I was told that the cancellation was "pending" because the warehouse was closed and wouldn't get the message until Monday morning. When I called back Monday morning I was told the item was already wrapped on ready for pick-up and could not be cancelled. Apparently the warehouse uses a different system and isn't required to check for cancellations before they start loading, so although my item was not on the FedEx truck yet, it was too much work to pull it off the pallet. Anyway, I was then told they would try to reroute it with FedEx. When that didn't happen - and it was delivered to my home - I called to return it and was told I would have to pay the full return shipping amount as well as the original shipping amount because "you did order it." In addition, they sent me a return label for UPS and I had to take it to a drop off location. After some complaining I was told in an email that I still have that they would pay for half of the shipping and would refund me $26 (the item with original shipping was $35). So what do they send to my bank? $19! It know it's not a huge amount of money, but if they had told me when I called that it couldn't be cancelled, I would not have purchased the item in the store and in the end would have paid less. Very bad business practice.