This is a small Macy's so they don't have everything the larger stores have. The mailers have to be taken with a grain of salt at this location. We've always had great customer service at the fragrance and jewelry departments. The associates remember us when we shop there and get to know what we like. The HR dept is kinda weird but other than that this is really the only upscale department store in the county. read more

Last week my husband and I went to Finish Line to purchase some shoes there was two young girls at the counter. As we approached to look at the shoes they greeted us very nicely. My husband and I both asked for some pairs, one of them went to go check if they had them while the other one was asking about our day. Minutes later the girl told us that they only had my husband's pair and they didn't have mine. So the young lady asked me if I wanted to purchase them online. I said yes. After everything we got everything done. My husband and I were really amazed by this amazing customer service. Will definitely go back there again. Good job Finish Line girls keep it up ! read more

I visited Capitola Macys (Sunglasses hut 5954) for the first time and loved it. There were two girls named Ximena and Karina, they were so sweet, helpful and kind, I had good conversation with them. They helped me with online order and return without givinv me a hard time. Some employees don't know how to handle things online, but they both were very organized and friendly :) would love to visit them again. read more

We bought suits for a wedding party and some of it had to be ordered. When we received the order some of the sizes were incorrect. We went into the Capitola store and both Kathy and Brian took care of us. Brian ordered the correct sizes from another Macys and we were squared away. We also hit a sale day and got great pricing! Thanks guys! read more

The items that they have for sale are limited and seem to be only marketed to the younger market. It was also disappointing to get an interview and be told that there was no job available and that they called me. They never called or emailed. Everything is so automated now, that the interview message and call were automated and the place to meet with HR is locked up. I would not trust the management. read more

Love the knowledge of Sierra in the luggage department. Very friendly and saved us money on our purchase.

i like coming here when I don't feel like dealing with the crowds and size of valley fair macy's. that being said, i HATE their customer service. I know that loss prevention is its own department, and that Macy's probably loses thousands of dollars every year from people stealing stuff. However, I would appreciate if the sales associates would STOP FOLLOWING ME AROUND LIKE I'M A F*CKING CRIMINAL!!! I was shopping in their nicer clothing section (I don't know what it's called) but where they sell seven jeans and stuff. I picked a top off of the rack that was 70 bucks to try on. The INSTANT I took it off the rack, a sales associate came RIGHT next to me and started fixing clothing on the other racks. fine. whatever. i started wandering around the store more because I had planned on spending a hefty amount of money there and buying a lot of stuff. EVERY department I walked into, that same sales associate would follow me and be about 5 feet away at all times. She wasn't even trying to hide the fact she thought I was some young broke chick looking to rip off their merchandise. This lasted a good 45 minutes while I wandered around and gathered more stuff to try on. I seriously felt like a criminal. I was being watched like a hawk and felt like she was about to pounce on me at a minutes notice. ...nevermind the fact I was wearing true religions, had dior sunglasses perched on my head, and was carrying an over-sized coach bag. Not exactly screaming wealth or anything, but nice enough that you would think they wouldn't have to SUPERVISE me. They obviously need better training in loss prevention so they don't alienate the customers that truly WANT to spend lots of money. ICK. the whole thing makes me angry. read more

I love this little store. You get individual treatment and my favorite worker is Kathy who normally works in men's. She is always friendly, helpful and can put together any outfit where she runs all over the store to get things for me. Sometimes, I wish I had a personal shopper and she would be my first pick of a person. Always ask for Kathy and she'll always help you with a smile on her face! read more

I was never a big fan of Macy's before, having not had good shopping experiences during my previous visits there. I had to be at Capitola Mall all day last Saturday for a fair I was working inside the mall. When I first got to the mall I had some time to spare so I thought I'd browse through Macy's quickly before I had to work . I was looking for a jean jacket to go with a sundress I had just bought, but was having no luck finding one on my own. That's when a very nice woman who worked at Macy's sought me out and offered up her help. She searched all over the women's department, and when we couldn't find one even offered to go back in the stock room to look for a jean jacket. While she was away looking for my desired purchase, two more Macy's employees offered up assistance as well. I didn't find a jean jacket that was the style I wanted, but was very impressed by the friendly customer service I received during my search. A couple hours later I went back to Macy's on my lunch break with a friend who was looking for something pretty specific in the cosmetics area of Macy's. We didn't know the name of the product so we had no clue where to start looking, that's when the same help full Macy's girl popped up and offered her help yet again. She didn't know the name of the product we were looking for but brought us over to a woman working the estee lauder counter who she thought might be able to help. She went out of her way to escort us across the store to ensure we wouldn't get lost on the way, making friendly chit-chat with us the whole time. The other employee (who was also very nice, and courteous) was able to figure out what it was my friend was looking for and even helped to show her some less expensive versions of the product (AMAZING!). I was once again completely impressed with the costumer service, and might actually start shopping at Macy's again given the pleasant experiences. read more

This is a small Macy's, and I generally purchase online because of the larger selection. When I have returns, I take them directly to this store, and always find the process easy and efficient. I like that returns can be made at any register and you don't have to go to the bowels of the store to find a customer service center. read more

I am new to shopping at Macy's. There is only Nordstrom in my hometown (but I have also shopped at Saks and other higher end department stores elsewhere). I've shopped at this Macy's three times now, and am a new Macy's card holder. I agree with the previous poster; the selection and brands available seem very limited. However, for me, it's the HORRID customer service that really stands out. There is rarely anyone around in the departments to ask for assistance. If you find an employee in that department, they always say they don't work that department and can't help you. The registers are dreadfully slow (though there are always multiple employees back there and only one register open - even during Christmas season). Yesterday we waited nearly 45 minutes in men's shoes just to try to get a pair of shoes in my son's size- or even just a box to put the display in. Only one worker assisting customers and she was checking out the same couple for the entire time we were there. There was no "sorry for the wait, I'll be with you in a moment." Eventually it piled up to about 20 frustrated customers standing around. We decided to take the display with no box and find another register. Finally had to go downstairs to fragrances. Could they help? Hell no, because it's not their department. I was finally able to check out at some obscure register (where there were four employees behind the register and only one register working). The clothing sections (particularly the misses and young men's) are a mess, with items filed about randomly or mixed in with other items on racks. Clothing lays about on the floor to be stepped on. Why isn't there an employee to keep things straightened up? God knows they aren't busily assisting folks at the registers. I abhor the fragrances department. There are two particularly pompous young men down there who act like they are being put upon if you ask for assistance (why, in a higher end department store do I have to ask for assistance? This never, ever happened at Nordstrom - there was always someone there ASKING YOU how they can assist). Yesterday, I was finally able to leave with my purchases. BEEP BEEP BEEP! The alarm goes off. Several employees look at us, but no one approached to assist. I finally asked several employees in a fragrance area to help (they were doing NOTHING and had no customers at all). Two ignore me and the other directs me to a fragrance stand where one of the bitchy boys is standing. She tells me to go to the front of the line and ask for the security thingee to be removed from my son's pants (it hadn't been taken off at check out). I did as she said and was abruptly ordered by the employee to wait my turn. I returned to her (now a totally pissed off mess myself). Ugh...no need to explain anymore. I was able to get only the first name of the manager (she didn't know the last, though she was a manager herself). They suck. With all the people in this town who are desperate for work, 1) why are they inadequately staffed, and 2) why do they hire people who have no customer service skills? I am cancelling my card immediately and will not bother to shop there again. Sadly, the zombie like employees at Ross have better customer service. I guess I'll just go to San Jose if I need a department store. read more

How does this store stay in business? My experience today reminds me why I drive to San Jose and shop at Nordstrom. Horrible customer service and rude and inconsiderate staff. No wonder the capitola mall is failing. read more

I am writing about an excellent customer experience I had the other day. I had a complicated Macy's Credit card transaction to accomplish, and Manager Brandee Betsekds spent a great deal of time to solve my problem and make it all work seamlessly. Thanks for your help and hard work. RC read more

I come to this Macy's mostly out of convenience since I live in Santa Cruz and driving to Valley Fair is often undesirable. This Macy's is smaller and offers less of a selection but they still carry most of the things I like to purchase. I buy most of my make-up here and wish the ladies working the make-up counters were less pushy as it often leads me to avoiding the counter all together because I feel pressured to buy more than I came for. read more

I'm not sure what most people are complaining about. I went there today with my father looking for a birthday present for my mother. I was kinda expecting the worst. You know, the McDonald's of the department store world, or that Macy's would not live up to its long reputation. But I was pleasantly surprised. The people there were polite and helpful, even though they don't get paid very much. Nobody pushed us around, and they even suggested getting a Macy's card to earn discounts. Luckily my Dad already had one, but hasn't used it in eons. He plugged in his number, and voila, $85 off our gifts. Not bad since I was expecting a huge markup. Yes, it's a lot smaller than the Macy's at Del Monte, but I give it a thumbs up for the folks being nice to us today. read more

Just can't seem to win with Macy's. The last few times I've been in the store, I've been held up several times by their overly protective verification of credit cards -- just not worth the wait and hassle. Shopping in their shoe dept. is awful. They don't seem to staff it sufficiently and they don't seem to train or manage their staff well. Today my daughter waited over 20 minutes to try and buy two pairs of shoes. All the sales rep (there was one) had to do was acknowledge her and let her know he knew she was there and she would have waited. After 20 minutes of zero attention, she was over it and walked away and they lost a sale. If Macy's can't/won't provide enough staff, then at least train them how to handle customers so they don't walk away. Or get a manager out of their office to work the floor and help out. read more

True, the Capitola Macy's is a small store and it has never had the depth of merchandise choices that larger stores do. But when I went into the store yesterday to do some shopping, I walked round and round looking for Petite clothing. When I asked a sales associate where the Petite section had been moved to, she responded that the store no longer carried Petite sizes. She also said that many customers had complained about the change. I'm one of them. I have little reason to shop the Capitola Macy's now. What is a vertically-challenged person supposed to do? Drive 30 or more miles away to a large shopping center, I suppose. Don't know that I'm likely to do that often. Perhaps on-line shopping is getting more of my business from now on. read more

Awful small place. There is nothing to shop for. It's not the same with Valley Fair Mall in Santa Clara. Not lot of people shop up there. Not a lot of Staff. It's Cube place. Not going there in the near future. read more

Absolutely awful customer service. I ordered an item from macys.com 7 MONTHS AGO and it was a size too large so I went into this macys store in Capitola to exchange it for a smaller size. The worker there in the men's department had no idea what he was doing and actually said to me that he wasn't really sure what he was doing. So after taking forever to figure out how to do an exchange (and making mistakes along the way), he realized that this macys store in Capitola didn't have my item in stock. We had to have the new size shipped to my apartment, which I was fine with. However, while taking down my address, this worker apparently entered it incorrectly even though I gave him my original receipt with the full correct address on it. So months later, when my item never arrived I called customer service and attempted to solve the problem. I called customer service two more times after that, in the span of 7 months, trying to solve the problem because each time I called it sounded like the problem had been worked out but my item still never came. On my last call to customer service, I stated my correct full address to the woman on the phone just to make sure they had the correct address and my item still never came. Furious at this point, I decided that I needed to talk to a real human being in person or this would never be solved and macys would have stolen my money from me. I came to this macys in Capitola again and after explaining everything to the worker that was helping me, she made me wait for an hour while she tried to figure it out. Finally, she ended up giving me a gift card with LESS money on it than I had spent on my item. So after all of these months of not having my item, I end up getting a gift card with $20 less than I had spent. AND she had the audacity to suggest that this whole ordeal was my fault because I had given the incorrect address originally. Needless to say, I will never buy anything from macys again. read more