Posted by Bonton
I've had great experiences returning items purchased online at Macy's either via mail with free shipping label or drop off at any store including gifts received from people in another state.
Macy's Returns and Refunds
Please find details regarding the return and refund policies for Macy's below. We encourage you to leave a comment regarding your experience requesting a return or refund from Macy's so others can benefit from what you learned.Online Purchases
To return your item by mail, please follow the steps below:
- Complete your return form.
- Carefully wrap up your merchandise in the package.
- Include the invoice/packing slip and the prepaid return shipping label.
- Return your item via the United States Postal Service or UPS.
- Please provide your email address to help speed up your return.
- Bring in the merchandise you bought along with the accompanying invoice to a Store Sales Associate.
In-Store Purchases
To make a return, please do the following:
- Bring the receipt that accompanies the item you bought.
- Bring your Macy's Card just in case the returns department needs to see it.
- Bring in your item with the price tag on it.
See what others are saying about Macy's returns, refunds and exchanges
10
Nov
30
Dec
Posted by Anonymous
Terrible! If someone bought you a gift you need to return, you cannnot send it back to the store, even if it has all tickets and receipts! You have to go to the store -- (maybe out of state) or send it back to whoever gave you the gift and have them bring it back to the store! In a pandemic! When I directly called the store, in New Hampshire, they said they were not taking curbside returns--the supervisor at their Macy.com said they were. This is real Happy Holidays--I don't want a person who sent me a gift to risk covid.
26
Dec
Posted by kathryn noyes
I received a necklace recently and the clapse broke and the stone was lost. The necklace chain was of very poor quality.
I spoke to their customer service they instructed me to return the chain and I would get a refund. When I tried to return it the rep at the store said they could not and to call customer service again. Four attempts later after being disconnected was told that it could not be refunded so the first rep gave me incorrect information. I then got through to the rep again and transferred directly to the store and they told me that it couldn't be returned. Between being at the store and attempting numerous calls I spent over an hour with the issue. After experiencing poor customer service and been given wrong information I will never shop at Macy's again!
10
Dec
09
Nov
05
Nov
Posted by Anonymous
I will never shop with Macys online again . The customer service is horrific ! They tell you that they will cancel your order and that you will receive a confirmation email. Well , that never happens , and when you call to inquire about the cancellation / cancellation email , they then tell you that they will not be able to process youtr request because its against Macys policy.
01
Nov
Posted by Anonymous
I ordered a variety of items online for a new place that Macys makes it impossible to return. You have to scan a code sent to your email and print but I tried and am getting no where. Good luck printing a label. On top of it if you pay using a different credit card then the macys card, the order will not show up in your order history! I also called to cancel the order before it shipped and was told I would get an email confirmation in 24 hours. I never received the email confirmation of the cancelation and one week later the item arrived. Now I have the hassle of figuring out how to return an 8' x 10 ' carpet
05
Oct
19
Jul
05
Jun
Posted by maryob
I returned two items on 5/8 to Macy's via UPS - tracking number . The tracking number only says it was dropped off at a UPS facility on 5/8. I contacted UPS to find out where my package was and they said I have to contact Macy's. My Macys order number was . I have been totally unable to contact Macy's - they don't answer the phone, or if they do, they hang up on you. I've tried using the chat function for days but I can't get through. This is ridiculous. If you are selling online you ought to have customer service online to help.
30
May
14
May
Posted by NomorebuystuffonMacy
I bought a set of dinnerware online. I came broken some bowls and plates. I was immediately find a way to give Macy's a notice and returned it by mail. Well, they sent me an email said that they received a return product and they were silent since then. They did not refund for me or I am hardly contact to the customer service right now. Macy's system is suck! Expensive with cheap quality
09
Dec
Posted by SoCalShopper
I just want to know when did Macy's change their return policy to 90 days... it's been 180 days for a couple years now? And a few years back, (6yrs), it was 365 days. And how come their sister store, Bloomingdales has a 365 day return policy to this day. To my defense, I mostly buy everything online, and sometimes children's sizes are a bit off... so I just go ahead re-purchase the item, with the intention of returning the previous item when I get a day off. So now, I finally had time, but my original purchase was 97 days ago... oh well, now have double outfits for my kids.
25
Oct
Posted by MiaMama
I've made many online purchases with Macy's and occasionally have returned items with no problems at all. However my last experience was a different story. I fully intended to keep everything I purchased, but was very disappointed with all of the items. Two clothing items were poor quality and two inexpensive ($35 total) pendant necklaces were just very different than the pictures on the website. So I returned the entire order a few days later, along with the return authorization form stating all four items were being returned together. The clothing and the jewelry had been shipped to me separately, with the jewelry in a large padded mailer and the clothing in a carton. The necklaces were small and delicate and I was concerned they might be easily lost or broken if I just tossed them into the box with the clothing. So I put them back into the padded mailer and placed that into the carton with the clothing. There was no other packing material so the the mailer was very obvious, plus I assumed the necklaces would be searched for since they were listed on the return form. I was very surprised when I received credit for only the clothing and not the jewelry. I immediately contacted customer service with my concern that the jewelry might have been overlooked and was told the warehouse would search for it and I would be contacted within 2 days. I waited 5 days with no word from them so I contacted them again and was again told it would be searched for with no mention of what they would do if it wasn't found. They also added that they realized it wasn't the outcome I'd hoped for. What?? I followed all instructions and did my best to ensure everything arrived safely, so I don't understand how it's my fault if their warehouse was careless. It seems obvious that there must be a reason why that large padded mailer was in the box, and if they were missing two items listed perhaps they should look inside it. In retrospect I probably should have written a warning on the mailer, but it simply didn't occur to me. It's pretty clear that they won't be finding it two weeks after the fact, and it's also pretty clear they don't intend to take my word that the necklaces were ever in the return to begin with. I realize I have no proof of that, but seriously, was I expected to take a video of myself sealing everything up? How would I ever prove it otherwise? I just don't think it's fair that I should be penalized for their carelessness. It's a relatively small amount of money for me to lose, but Macy's would have been smart to just credit my account as a gesture of goodwill. They stand to lose much more than that in the future since I'll never shop there again.
20
Jul
Posted by Anonymous
It is my worst return experience.Refund takes 7 months,but I still not receive my refund. I bought 2 shoes on Dec,14. 2018, When I return, they gave me a gift card to me. I use it one mouth later, it doesn't working. I called agent, they transfer to the gift card department,the stuff told me I would receive a few days. After 5 mouths, I still haven't receive the refund. Today I called agent, they also transfer to the gift card department. The department stuff asked me connect my bank and hung up. It was my worst return experience.
24
Jun
Posted by Nomoremacys
This is the worst process. Sometimes the return process works as intended, and sometimes you just want to jump off a tall building. I am still waiting for them to straighten out my "lost" return. Two people in customer service have now told me the same thing. Nothing happened the first time. I doubt that anything will happen this time. Time will tell.
21
Mar
Posted by Marian
I am very disappointed in Macys. I always make large purchases for over 20 years in store and online and my returns was so easy. I usually buy multiple sizes and what fit I keep and what dont I return. I am trying to make a few returns and now they say they cant help me cause its past 180 days. I always knew of no time limit to do returns at Macys. I guess i will be shopping at Nordstroms since there policy doesnt have a time frame.
21
Jan
31
Dec
26
Dec
24
Dec
Posted by Mike r
I love Macy's on line shopping it is so convenient for me I always order shirts in large and medium because they all fit different and have never had a problem returning a item. People on here are complaining but why does it take you 6 month to know if you like an item sounds more like they are procrastinators and wait till the last minute to return something
19
Dec
Posted by Texas girl
I shop Macys on line a lot. I have the highest praise for Macys overall and their return policy is the best ever. I cannot say enough good things about Macys. I only wish there was a Macys store closer to me so I could shop in person because on line shipping sometimes gets a bit expensive, but I still give Macys a 5 star rating.
01
Dec
Posted by Mjochman
I went to return two of the same dress (two different sizes) and thought I was good because I was in the 180 days. I showed up and they said they couldn't return them because dresses are 60 days. I asked for an exception because I don't have use for two of the same dress and ALL tags are still attached, including the outer one so obviously it's never been worn. It was a no. Pretty irritated, think I'm over Macy's.
20
Jun
Posted by Ms. T
I purchased a pair of boots from Macys. I wasn't sure about them when I purchased them, but I knew that Macys has a 180 day (used to be 1 year) return policy. I also knew that Macy's has been going through some issues, so I read the back of my receipt to be sure nothing had changed. I tried the boots with several outfits and they just didn't work. At month 5, I took a BRAND NEW pair of boots to Macy's to return and was told they were purchased last chance so I was outside of the 30 day window. I explained to the lady, I wasn't aware of that and I had read the return policy on the back of the receipt and didn't see that. She said it's printed on the front of the receipt. Every store I know has the policy on the back, including Macy's. Why put part on the back and part on the front? Now we have to read our entire long receipts top to bottom, front to back? I asked for a one-time courtesy as it was an honest mistake. I was told no! Where is the customer service? I had already said I was going to be done with Macy's because the quality of clothes is starting to remind me of Sears anyway and the vibe in the stores is more like a swap meet. I didn't follow my first mind. Well now, I am done!
15
Jun
Posted by KatherineBX
I do not know what is going on with Macy's online but lately I can not return anything via UPS because there is no way to print a label. What I only get is a digital code that I could only use if I go in person to the store.
I am very disappointed and I probably will stop shopping with them online or all together goodby Macy's....
Not only the quality of clothing (and other items too) is inferior lately but sizing is wrong. To call customer service requires to be on hold for nearly 30 minutes each time just to talk to some outsourced poorly speaking people who are clueless and often very rude.
09
Jun
Posted by Dee
Just so everyone knows when you call customer service for Macy's you are talking to someone in the Philippines so when they don't understand you this is why. And furthermore I just took me three weeks to get a pair of she's I ordered on line and let me tell you I will not be shopping at Macy's online or in there store again. If for what ever reason you need help you might have better luck at a different store like JC penny's or anywhere but there.
02
May
Posted by Macy’s lover
Lately I am returning too many items that I buy online because the quality is poor or they are the wrong size. I never had a problem returning merchandise at Macy's in Boca Raton, everybody is nice. I feel bad returning but the fact is that the store has a limited inventory of petite items so I buy from the website and most of the time the items don't fit well.
30
Apr
Posted by MarinaBlu
Are you kidding me? First of all I did not receive my first order so I was offered either a replacement or a refund. Ok so my mistake I said replacement. Well I received the three items in three different shipments and immediately went to the store to return one pair of hideous bad fitting jeans. First I was told I already returned them. Then they took the jeans and gave me a receipt that said a was due 00.00. I called the 800 number but the reception was so bad the call dropped. I asked for the store manager but seems they were all out to lunch at 5 o'clock. I tried to use the store phone-another hassle. Then they came up with some bizarre policy that they were crediting my account and then billing me again. REALLY? The nasty cashier said that yes I will be receiving a credit however 6 days no credit. Macys I see your future. You will be joining LOEHMANNS, Bebe, and cache in the stores that are no more list.
01
Apr
Posted by Anonymous
I bought a few items on 2-23-28 and returned some of them on 3-13-18. I was told that I would be getting my refund by mail. I get a piece of paper that is like a gift card...at the same time I receive the charge card bill in the mail. Why wasn't this just taken off of my charge card. Macys are you having financial trouble? That's what it looks like to me.
28
Mar
21
Mar
Posted by Anonymous
Tried to return 2 items that were gifts to me. Was told that macy,s is no longer giving in store gift cards, unless you have the receipt! They said that their rules have changed, and they would have to mail me a refund. It,s not a refund, folks, it,s a piece of paper that you have to take to the store, and hand it to the clerk, to purchase an item. I called macys direct, they said , no more returns at any macys, new rules they say. Well, there are plenty other places to shop.
21
Mar
Posted by junesgravity
I am a sales supervisor at one of the macy's stores in the south bay and I can assure that whomever handled your return is in need of some coaching. First of all, if you are exchanging your item for a different size/color, they can match the price so it's an even exchange. You should not have had to pay any difference in price unless you were exchanging it for an entirely different item. Second of all, the "10 days' rule only applies to price adjustments. Your item can reduced in price if it's within ten days of original price.
12
Jan
Posted by MsBehaven
Macy's return policy is AWFUL!! I bought my husband a sweater for Christmas (and it was within the 30 days) but it was too big so I went to exchange it for a smaller size, do you know that I had to pay the difference in sales price from what I originally paid even though I was just exchanging it for a smaller size!!! WTF!!! Who charges someone to exchange the EXACT same item for a different size!! They said it was a "special" sale and that you had to return it within 10 days.....NO ONE TOLD ME ABOUT THIS SPECIAL RETURN POLICY!! I will NEVER shop at Macy's again
12
Dec
16
Jun
Posted by Anonymous
I have been trying to process a return for a week! I keep getting, "Oops, we're experiencing technical difficulties. Please try again later. I tried on my computer, my husband's and my neighbor's, but had no luck.
There are no Macy's in our area and I do not want to drive 90 miles to go to a Macy's to return the items.
What should I do? Oh, I called Macy's, but the guy did not speak English well enough to understand what he said. I had no clue.
Please advise! Sheryl
30
Apr
Posted by Frustrated and in need of my cas
I returned shoes at your university park mall store. I waited 15 minutes for an employee to assist me. Nothing came up correctly on the system and I had a receipt. I told them I wanted a refund and I was offered store credit. I didn't pay with store credit and don't want to shop there anymore. I had horrible customer service in store and online. Then they take my money and never returned it to my debit card for 4 weeks now. Not only did the employee not allow me to push the button to send a receipt to my email he did it himself and didn't send it either after I told him to send it. Now my shoes are in the store and my money is not in my pocket. I need that money and as I see it macys doesn't care. Will never shop again as I stated to the online representative.
25
Mar
13
Mar
09
Mar
Posted by eapjvp
very disappointed in Macys they had a great return policy and I bought when you can bring back after 1 year. Now you can't and I have the receipt which is not right you purchase an item and they change the rules and so that receipt means nothing. Would love to get a group together to fight this issue.
01
Feb
Posted by Annoyed
What I don't understand is if I paid the shipping for my item, why wasn't it returned to my credit card. A manager got snippy with me and stated "why would we refund the shipping if we paid it"? You didn't pay it, Sir, I DID!!! I will never shop online again! I think that's terrible customer service and no where does it say I would have to pay the shipping twice if I return the item!!!!
05
Jan
Posted by Anonymous
i purched on line 12-26-2016 a coat . that was to smalll .. i have called the three times for return ticked via my email address and this employee dose not send the return ticket to me,, please advise on my issue please,,. catherine Barnes // i have never experanced this kind of service from macys... i await your reply.. catherine barnes high point nc.
03
Jan
Posted by Kay
Terrible experience returning a matress to Macy's warehouse. Matress took weeks to arrive so I cancelled the first one and the second ordered one arrived on time in 7 days - then in 5 days later the cancelled matress arrived. This was 3 weeks ago and 3 times that I have arranged with Macy's a scheduled phone call from UPS. UPS did not called me any of the times until I called the UPS shipping dept. today and they told me Macy's or I have to pay %10.00 for P/U. I Called Macy's today and they told me to again expect a call from UPS in 24-72 hours and schedule a pick up time with the UPS person that calls. I don't know if Macy's is punishing me for ordering the second matress even though the online Macy's person is the one who said that it was ok to order a second matress since it must be lost or stolen from the UPS warehouse - Charges for the matress remain on my credit card until the warehouse receives the matress. In the mean time I continue to hope that no one walks off with the $1,700, 125 pound matress that sits on the side of my house.
02
Jan
09
Dec
Posted by lilbookwrm
Note: Macy's returns for online orders is relatively easy, but it only works with Internet Explorer or Mozilla Firefox web browsers. If you use Google Chrome, you will get a "We are experiencing technical difficulties" error message. If you have come across this problem, I recommend opening the same page in a different browser. It should work fine.
02
Dec
Posted by mingzhe gao
I returned my item back and asked for a refund to my original credit card. It says the receiver got it on Nov25, and I have called Macy's customer service three times, but every time they told me "Ok, you will get your money back in a few days". But one week passed , I still don't get refund on my credit. I am angry with the Macy's refund service.
14
Oct
Posted by TN Boy
Don't buy online from Macy's if you think you might have to return it. Can't get the online return screen to work (OOps! We're having temporoary technical problems). Customer service are all Pakistani's and didn't follow through on emailing the return labels. Still no resoution six weeks later.
09
May
07
May
Posted by Macy's Stole My Money
I ordered a suit from Macy's online but was told it was the wrong color suit by my fiancée. I called the number and asked to cancel my order. They said they would refund my card and have the order rerouted to the warehouse. Well the package was rerouted buy my card was NEVER refunded. Macy's stole my money!!!! This is rediculous and not what I needed especially because I'm getting married in two weeks.
19
Feb
Posted by PFrohning
I ordered a coat on line from Macy's, but it did not fit. I went on-line, and started filling in the papers to return it. Their statement was that I would need to fill out a "Patient Profile," and get their credit card. I do not want a Macy's credit card, so I phoned their 800 number, and was put on hold for 10 minutes. "Sharon" listened to me, and assured me that she would give the call to someone who would help me. I listened to awful music for over 20 minutes, and just gave up. I will try to get to a Macy's store and try to return the coat for a refund. I had always thought that Macy's had real class, but, now, I am so disappointed in them. I will not shop there again.
04
Nov
16
Dec
Posted by Anonymous
I was visiting the USA and on my last evening there in NYC I visited the Macy's store at night. I bought a ladies Laundry by Design Coat, Hooded Quilted zip front coat size: M color:Black. According to my receipt I paid for it at 10:42 PM. When I returned to my hotel room, I found that the coat was ripped on both sides. The piece I had picked up didnt have a tag on it and perhaps the attendant who went to get the other piece or find the price tag may have picked up the defective piece. It was too late to go back to the store and I had to leave for the airport the next morning at 6am to catch my flight back to Mumbai, India. I am disappointed to say the least because to me Macy's has always been one of the best stores to shop at and I always look forward to doing so on my visits to the USA. I have the bill of sale or proof of purchase but I am in India. I request you to advise me what I should do. I can send you the proof of purchase and my boarding card to validate my claim. The coat was a christmas gift for my daughter and I am really upset that it is defective. Please help!
29
Nov
Posted by Anonymous
... a watch online from Macy's, I never received the order and they are not issuing me a refund or sending another watch. I've made numerous ... balance of the watch since it was purchased using my credit card and they are unable to address the ...
21
Nov
Posted by LittleGinge
Used Macy.Com to purchase 2 items to be shipped to a friends address in the US ( I am in UK). Everything went through so I thought ..., I got my email confirmation and was happy. Till my credit card was refused later the same day. I called the credit company and ... now?) and they have not replied to my emails requesting a refund of the first transaction. One item has been delivered, one outstanding. I will wait and see if I get 2 of each item, and then return one lot for refund if not I am going to have to dispute that transaction with the credit company. I am SO not impressed with Macys and their ...
22
Oct
Posted by ?
I just returned home to Canada after a weekend of shopping in the Seattle area. I went to Macy's in the Alderwood Mall in Lynnwood where I encountered truly outstanding service... Shoes department. Even in the midst of the madness of a crowd of shoppers at the 1-day sale, he was extremely cheerful, friendly, courteous ... feet and I'm sure they burned many calories that day. But Seann went above and beyond ...
28
Sep
Posted by Anonymous
...the same answer out of anyone. aparently I was told I asked for a refund for a balance I had on the account. the check was mailed we deposited it on the 24th and on the 27th we got notified a stop payment was put on it and we were charged $12.00. It is a... they would have to reaearch it and it would take another 15 days before it goes back on my account. this is after they supposedly researched and said the check ...
22
Sep
Posted by Re Re
... the scanner, and yesterday I received a letter from Macy's telling me that my check was returned (no reason given). I called ... hands, but they wouldn't budge, insisting that I still owed money on the bill. This turned into a screaming match. Called my bank ...tried to call customer service for me & WAS DISCONNECTED! Bottom line, I had to put out more money to pay a bill I already paid, had a receipt for & THE SCANNED CHECK. Their service is horrible. I'...how I was treated. A steaming hot letter is going to the CEO of Macy's with a copy to the Consumer Protection Bureau. I won't shop in Macy...
12
Sep
Posted by Anonymous
... had nothing but trouble trying to exchange outdoor seat cushions ordered thru ... not received credit. Plus, Macy's would not pay for return shipping which.... The last straw was an email stating I would be charged $6.95 for processing the return -- injury to insult...
03
Sep
Posted by caio
... (4 + months ago) bought a product in stores central Dallas-TX, for which I charged my credit card 2 times. I exchange emails with Macys and the VP of shop Dallas has more than 100 days. Solved half the problem, but waiting for more than 40 days to ...
22
Aug
Posted by disappointed in macy's
Ordered merchandise online and returned it by mail promptly - well within even a 30 day return policy. Was issued all credit due back onto my visa EXCEPT for $23..... Though I did not request a portion be given in store credit, I received a Macy's "EZ Exchange" Card, only redeemable at Macy's, for this remaining ... more than 10 minutes on the phone and was assured that this remaining credit would be refunded to my Visa account within 10 business days. Still not there. I called again, spoke ...
07
Jun
Posted by Anonymous
...am still here sitting on hold. Macy's issued a gift card instead of a refund for an online order. I never received the gift card. Turns out a macy's employee stole it!!! The refund for the stolen gift card ... though the online order was returned in March..returned by the way because Macy's had it delivered to the wrong CITY... and have just closed out my credit card of this many years...they need to...
16
May
Posted by Macy's Montgomery Stinks
Don't know what is going on with macys. They are getting rid of name brand merchandise & bringing in cheap &... is terrible.The cookware line is being recalled again. I was in the Montgomery Mall, Pa store and it is really sad. It use to be such a nice store. They must have gotten a new store manager because the store looked terrible & the help if you ...'t care about training there associates on good customer service.I was going to exchange a few things that I bought my husband, but he was so rude, I just returned everything & left. I certainly won't waste my time shopping...