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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.