Yeah, a few months ago this was a five-star department store anchoring the mall in Cool Springs. But for the last few months, it feels like they set the thermostat on 1,000°F. None of my extended family want to shop here anymore, not in the sweltering heat. It's just too painfully hot! They still offer a great selection of clothing and accessories, and reasonable prices as well. They have nice employees, although some of them give you dirty looks as if they don't want you there. The vast majority of the staff are welcoming people. My wife says Sadie in cosmetics is literally the nicest employee they've ever hired! But ever since they relocated from Franklin to the surface of the Sun, it's not a fun place to be anymore. Go to the Macy's in Green Hills and you'll experience pleasant air conditioning. read more

This is a decent location based on other's I've been to. I recently went in to purchase a watch and the experience was fine. One thing I'm not big on is when they keep trying to push the credit card on you. It's commission driven and usually not pitched based on the customer's best interest. I don't mind be asked once, but don't push it on me several times after I say no. read more

This archor store just like Penney's , is dying . Not much merchandise. Crap stuff , junky and run down . Just go out of business and let something nice come in read more

This review is specifically for the online purchase and local return option to avoid having to pay return shipping cost. Advertised as an easy and free option to encourage you to buy. Real life is I am watching in line at an understaffed service/return desk wondering if the return amount is actually worth my time standing here much less time and gas expense of getting here. Two stars as the person working was pleasant and as efficient as one person with a long line could be. read more

This is a great location in a spacious mall with plenty of parking. The staff was friendly and, as always, the quality was there in their products. I am a fan of Macys. I have been probably for the last decade, at the very least. The quality of their products is just there and if you're concerned about the price, Macy's regularly run sales. Some of these sales are rather significant, by the way. I would definitely recommend here. read more

Victoria at Sunglasses hut is very friendly and helpful! Wide selection of sunglasses at affordable prices and brand names

I am having the hardest time having a situation resolved. We purchased dress pants yesterday at the Cool Springs store and realized that the security sensor was left on the pants. We live an hour away. The closest Macy's to us is 45 minutes away. I tried calling the store 4 times with no answer. I then called the online customer service. Their only "answer" was to re-order the pants. We need a consolation for needing to drive 2 hours to remove the sensor of pants we own. We have the tags, receipt, and brand new item. I've worked in retail. Why can't I get someone at the store to answer my call? This is ridiculous! read more

I went shopping the day before my wedding and was accidentally sold the wrong perfume. I asked for the Coco Chanel Noir and was given regular Coco Chanel. They smell entirely different. I was so upset when I got home and found this out (the boxes are nearly identical). They were out of the Noir fragrance, and I was able to speak with Bryan (sp?) who literally saved my day. Even though out, he was able to mix up a travel size free of charge and I sent a relative to pick it up for me! Once I was back from my honeymoon I brought the bottle back in to exchange it as he called me to let me know they were back in stock and even honored the 20% off sale from when I was sold the incorrect one. He was absolutely fantastic and seemed to really care about the situation & made sure my special day was complete! read more

I love Macy's...I love their sales and the holiday decorations!! It is always crowded but it is worth it... Especially during the holiday season with the Christmas music... read more

Deanna at the Franklin Cool Springs fragrance department was amazing. Her customer service was top tier and she was very friendly and helpful. read more

Thank you Macy's for your outstanding service and to sales associate, Sandra Cox for all the work she did in insuring that our purchase went smoothly. Sandra is truly an expert when it comes to furniture, design and craftmanship. Without her input, it would have been more challenging to pick the exact items that were so perfectly suited to our home. Also, the delivery company White Glove Delivery, went over and above to deliver our furniture in pristine fashion. Joseph and Richard were very efficient and did an outstanding job for us. We are beyond happy with our gorgeous new leather sectional. Thank you once again Macy's and especially Sandra Cox for your excellent service, it was a great pleasure meeting you and working together on this purchase. We just love it! read more

Macy's - Beautiful Leather Sectional-Thank you Sandra Cox - Department Stores Near Me - Franklin, Tennessee

I was able to return my item with out being asked why. Taylor was amazing and very friendly answering all my questions and concerns. I was nervous to talk to a sales lady but she was able find a solution thank you. read more

I have never experienced such HORRIBLE customer service before. Earlier that day I had stopped at platos closet and sold 3 pairs of jeans for $10.00. Arriving at Macy's I had $10 already in my wallet and a return for the amount $16.99 that I was owed in cash. I apparently trust people too easily with my money and didn't feel like counting the cash was necessary, so my naive self plucked it into my wallet and walked away. I continued my shopping and went to my next store and was going to pay in cash, but realized I only had (my $10 from platos, and $6) it wasn't right, I was supposed to have $26 in my wallet not $16. I went back to Macy's to the same lady that checked me out and KINDLY told her that I didn't think she gave me the right amount of the cash I was owed from the return and she automatically started saying she didn't do anything and making her claims of not making a mistake and she knows how to count. She was SASSY and throwing attitude. (Good customer service would've said I'm sorry and we will figure out what happened) I was so confused as to why she was upset, I should've been upset about it, not her. But I'll admit I did get pretty heated and asked for someone who knew what they were doing. I didn't disrespect her or insult her, but I was very clearly getting upset. I wasn't and didn't accuse her of anything I just wanted my money, but she was telling I'm me lying and I asked for a manager. Later she was on the phone and said that we were having a "disagreement" and continuing to make her claims of innocence. The manager came and recounted the drawer saying it wasn't over $10 and that I couldn't have my money back. I asked a question as to how I could get my money and she was being very rude and stated that she had nothing to give me. My money obviously went somewhere because it WASNT WITH ME. I know customer service and I know how it works, I've worked it for a few years now, but my god this was so disgusting and I felt so disrespected by their actions towards me. I will never be shopping here again. Every experience here has been bad/mediocre. Some of the employees are very sweet and work very hard, others are very disrespectful and ignore you and walk away after asking them about merchandise. Just don't waste your time. Don't buy unless you're planning on keeping it or don't shop there at all. read more

Went to Macy's today and so disappointed. The Merchandise from department to other departments was mixed together. It was so unorganized and not clean. No men's shoes. Different clothing in other departments. What is the point of having a Macy's credit card when there is nothing to buy? I'll pay it off and closes my account!!! So sad!!!!!! read more

I wish I could give this horrible place a negative review. We tried to return some clothing that was bought online and sent to us as gifts...After over an hour of working with 4 "managers" the conclusion was that we have log into my mom's macys app to do a return, mail the items into the "third party" on our own and then the money will go back on my mom's card. The wrong labels were put on the shirts AND the wrong "receipt" was put in the bag! I'm literally never shopping here again. I should have listened to ALL the other horrible reviews of this place. read more

This is the worst department store in Tennessee. You would think that you would be getting quality because it is Macy's after all but unfortunately that is not the case here. For being such a large store, the selection of merchandise seems to be quite limited. The employees here act like it is a burden to even check you out once you can find one. I had purchased items online and needed to exchange them. The woman at the cash register was so unfriendly. She wouldn't even look away from her screen to act like we were humans. There were several cosmetics employees huddled around chit chatting. Not one of them could manage to even give a friendly smile. Ultimately, we took our business elsewhere and spent $300 on cosmetics in another store. I guess because these employees are paid hourly, they have no incentive to perform. I will never spend money in this store again. It's not worth it to be treated like you don't matter. I was actually giving this store a second try on this trip because our last trip was just as horrible. I wish I could give this location zero stars. read more

Dirtiest Macy's I have ever seen. I don't think they have vacuumed the carpets in months! Floors were filthy. Very depressing store.

Horrible Customer Service! I tried to call the Estée Lauder Counter- no answer. Tried the surrounding counters - no answer. Took a 15 minute break and tried all of them again - no answer. Contacted a lady on Chat- she only handles on line orders. There is not a selection on their auto attendant to talk to anyone in management. They obviously do not care about customer service. Just a reminder as to why I don't like the Cool Springs Store in Franklin, TN (in my opinion merchandise is often sloppy). read more

We bought *expensive* sheets five months ago that began to pill noticeably. The customer service manager said that it was "normal wear and tear" and not a product defect. Funny how my (much cheaper) Target sheets still hold up after years, but five months is the most you can expect from Macy's best. If this is normal for their products, I don't see much sense in shopping here. read more

Their wedding coordinator Ahn is just Awesome! Loved working with her, and she really points you in the right direction with the wedding registry! Loved working with Ken too - he's our go to person for the Furniture Department. All of our interactions with the Furniture Department have been great! read more

We were shopping early Black Friday morning. They were not busy. My sister wanted some of the mints and I wanted to buy a gift card. We went to a cash register with one customer in the middle of transaction. We were waiting patiently for several minutes, entertaining ourselves with trinkets by the register and conversing quietly. The cashier leaned over, still in the middle of the transaction, and told us rudely to go to the women's department, we could check out there. We went to the women's department-not a cashier to be found at the cash register. Angrily, I sought out the register that had a big sign saying "customer service" right above it. There was one cashier already checking someone out, but a guy was just starting his shift. When I told him I wanted to buy a gift card, he rudely told me to go to the cashier who had dismissed me the first time. And then, stupidly, he told me he didn't even know if they sold gift cards! Reading other reviews, I see this wasn't a unique experience so I shouldn't take it personally. I won't be back-there are too many other options where I can be treated with kindness. Good job, Macy's, way to go. Judging by the fact that you all weren't busy on Black Friday morning, I can tell the problems that put sears out of business and are knocking at JCPenny's doors are soon to be the wolves at your own. I'll tell everyone I know of this experience and I won't be back! I work retail, too, and understand having a bad day and wanting grace, but two employees were disrespectful, at the beginning of a shift! Inexcusable! read more

I ordered a coat online. When it was delivered it had a security tag on it. Really? I ordered this online to keep from fighting the holiday crowd and stand in line or even try to find a cashier. I do nit shop in Macy's store. Now I will never order online again. I have tried to contact customer service but is such a hassle. read more

I ordered sheets online. They shipped the wrong color. I spent over an hour on the 800 line, trying to resolve my issue. Finally I got a return label and was told someone would call me back about an exchange. I paid less than $50 and wanted to swap for the correct color. I was told they were no longer onsale and the price would be $199 for the set. I was told I could go to the store and resolve it. I drove 30 miles each way and was advised they do not stock that set in the store, but could order them for $199. and pick up at a later dates....................I'm not done, I will be calling customer service on Monday! read more

I was very disappointed in everything. I placed an order online and got 2 separate things. The first thing came in the wrong colors, and I still haven't received the other item and I ordered this a month ago. I will not be ordering from Macy's again. read more

I don't know if I will be able to shop at Macy's again. I've never had such a horrible experience. We came to Macy's to write a Santa letter because they make a donation for every letter received. We didn't know where the writing station was so I asked 3 different employees and no one could help me. One said she would have to call to ask someone then walked away instead of asking if I would like for her to call. We finally found the writing station (for anyone else, it's at north 1 entrance by Pier 1) and there were no forms or papers. It's in front of a register for online order pickup, so I asked the employee at the desk if there were more Santa letter forms. She checked and said they were out. As I was asking when they would have more, she walked away. And I was left standing with my 6 year old daughter tearing up because she thought her letter wouldn't get to Santa. We walked away and I calmed her telling her we would write one at home instead and mail it from there. But still, you know when you are that young how those little moments are the ones that stick with you. Once we got to the little desk, she told me how she remembered doing this the year before. Seriouly?! How can you run out of Santa letters 2 weeks before Christmas? read more

What happened to the Cool Springs Macy's? I was in the store fairly early in the day and clothes were thrown everywhere, including on the floor, and the carpeted areas didn't looked like they had been vacuumed in a month. The young lady at the online pick up was very nice but that didn't make up for the complete disarray and filth of the store. read more

DON'T ORDER FURNITURE THAT NEEDS TO BE DELIVERED BY MACY'S in Middle Tennessee. This is a cautionary tale. Hi, I just moved to Murfreesboro TN. On May 2, 2015, I ordered 2 couches and 1 coffee table from Macy's ($2500+) for delivery to my new apartment. We have been Macy's account holders since before 1980 btw. I was notified on May 19, 2015, that the items were in the warehouse and that I should schedule delivery. Ok, sounds good. Next available delivery date - June 8....lol...what? no kidding really? 19 days to get it from warehouse to apartment?... Apparently, Macy's can only deliver items during 2nd and 4th week of the month to Murfreesboro. So eventually, after speaking with all the lip service customer service representatives in Europe and Central America.."we are sorry there is nothing we can do, nonsense" I call Macy's Corporate Headquarters and am able to get John on the phone - he is the head of Customer Service for Furniture and Bedding who emails the "warehouse" (this is apparently some secret Area 51 type place) in Stone Mountain GA to beg them to find a way to send the furniture before the 8th. Apparently, the real power broker at Macy's USA is the warehouse delivery supervisor. Ok i'm in luck, the warehouse relents and gives me a sooner date...June 2, 2015 gee thanks but I guess 4 weeks isn't so bad for an in-stock non-custom item to be delivered to the fastest growing city in the bastion of wilderness known as Tennessee. So all good...June 2, 2015 yay...apartment ready for delivery....received no less than 3 emails to confirm delivery date and time between 11:45 am and 1:45 pm. Ok cool, will leave office and be home and ready to receive delivery. Received text notification in morning saying delivery will arrive at about 12:00 noon. ok cool I am home at 11:45 in apartment complex parking lot so they wouldn't have problem finding building as complex had construction going on. At 1:50, I call the number on the delivery date email as I am out of my office. 23 minutes later, "Ann" answers phone. I give her the shipping number. She brings up the account. "Ok I have it right here" Ok good. Sounds like I got a smart experienced CSR good to go. I'm in luck. She then asks me to verify all the information. Why? I was calling in to find out where the delivery is..i called in on the number you gave me. Is there someone else out there with same sales slip number, who hacked my emails, and is now impersonating an annoyed customer who is waiting for their furniture to be delivered and it is late? I even had to verify my zip code because it was "her job". I think I had to spell Murfreesboro for her. Really? Now mind you, I didnt have to verify the important info, like my cell phone number and/or email address. This call was now taking the familiar drive down "Macy's has the worst telephonic customer service handling people I have ever dealt with" Boulevard. So after the usual stupid waste of breath apologies, we get to the bottom of the call. Where is furniture? Ann: "it is supposed to be there between 11:45 and 1:45". ok its 2:30 now, where is furniture? I dont know. Let me put you on hold and find out. Ok sounds reasonable. its only been like 10 minutes to get to this Rest Area in our Journey. So 5 minutes pass and she gets back on the line. SIr, Sir? Yes Ann I am here and still alive. The warehouse said they were at your location at 12:00 noon and waited until 12:20 and you were the last delivery for the day... Of course that was funny to hear since I was in the parking lot waiting from 11:45 until now. "Sir I dont know what to say other than we will let you know in 2 days when we can attempt redelivery". How about this Ann, why dont you call the warehouse and send them back with the furniture. Needless to say, she was unable to call and ask them that, because they were finished working for the day...She gets a supervisor on the phone who did her usual who is this and how can i help you nonsense, knowing exactly what the issue was. She then said there is nothing we can do or will do and we don't care about wasting 3 hours of your time and if you dont like it you can just cancel the order. We will re-schedule the order when we can.. Really, saying F-U to the customer is now acceptable? Was the delivery even attempted? I asked her why wouldn't you leave a Macy's slip on the door ? or stop by the giant apartment complex office or how about this call my cell phone or email me to say where are you or how about "Are we in the right place? NOTHING -- so we will see if order shows up on the new delivery date...June 11... or whether I find new furniture this weekend. UPDATE..I learned that Macy's contracts out the deliveries with 3rd parties and I SUSPECT THAT they are on EASTERN TIME but no confirmation yet But MACYS has control over their customer service representatives and the horrible and idiotic job they do. read more

I used to love shopping at Macy's, however in the last few years it seems as though there are clothes for either juniors or old ladies. It's really hard for me to find anything in between. The sales people are always friendly and helpful and the store is always well merchandised and stocked, I just can't ever seem to find what I want. read more

I really like the employees haven't been in awhile on the road a lot but the make up counter ladies whom are older are worth there wait in gold ! One did me up when she could clearly tell I looked awful because of the death of my spouse at a very young age ! So yes ladies let them help you and you by the goodies they supply also nice older ladies working perfume counter ! read more

I realllly love the Macy's. The salesladies here are the BEST! This is one of the few stores where, if I'm in any city, I just can't get over how FRIENDLY they are. They go out of their way to reach out and help you and get you clothes, or make a sale. I really don't see that much anywhere. It must be a Macy's training rule? Because they all do it. I don't get the sense anyone is unhappy to be there, or bothered to help. It usually seems like good morale when I shop there. I had to go in and buy all this Spanx for a music video (ugh, one of the tricks of the business). No matter how skinny you are, they suck you into this elastic tube to make you look smaller under everything. It was extremely terrifying and I had sort of an emotional freakout having my whole body smushed into the size of a 13 year-old girl into a flesh-tone tube the size of half of me. It was very freaky. I did not enjoy the Spanx experience. It did make me look smaller, but at what price, I ask? The price of my feminist ideals being sucked out of my brain slowly by the Spanx as I sold out and became a FUCKING COMFORMIST, that's what. Someday I hope to live on an island where no one has any clothes or makeup, and we all just age naturally. We'd probably all look better anyway, being on an island with no junk food, and having to forage for food and farm and not sit at desks and having to walk every where, and milk cows (it'd be a really fertile island) everyone would lose weight anyway. And rub ourselves with coconuts and island flowers and stuff. :) And they're coming out with Manx now (for man-boobs & beer bellies), so no one is safe. I think the island is the way to go. read more

I am only giving a 2nd because the lady at the register was pleasant. But I think she was honestly mentally on another planet. I finally left my Sharing Rewards card with $20 on it and my purchase at the register and left. She couldn't even understand how to give me my Christmas shopping card back to me. Which was literally handing it back. I am so done with Macy's. read more

Worst store to do business with ever, in my opinion. I have just spent the last 30 minutes trying to get someone in their linen department. Not one person ever picked up in that department. I was transferred all over the store though. Called back to let the mgr of the store know how lousy customer service is, shockingly no one could connect me with him. I was transferred to the "executive offices" and hung up after being on hold for almost 9 minutes. Done with Macy's read more

Nobody at the registers. Nobody knows what's going on or how to pick up an order. Wednesday night and we have walked all over the store and still have not picked up our order. Next time (if ever) will have it sent to the house. read more

My family will not be shopping at this store in the future. Today a sales woman in the linen department was extremely rude to my husband and toddler. She insulted my child and she did it loudly. That is not only inexcusable, but inhumane and any store that would employ such a person and allow them to speak to a parent and give parenting tips to strangers is not a store that will get my money. They need to train their employees on how to be nice. read more

I used to love shopping at Macys, especially this location, but lately their service has dissapointed me. This is the second time that I have to drive back 16 miles to have security tags removed ( did not set the alarm off). This time I returned all items and I'm done with shopping at Macys. Not only are most of the clerks rude, but you can never find anybody working at the registers. read more

AVOID FURNITURE SALESPERSON SANDRA COX LIKE THE PLAGUE. On 1/07/2018 we went in-store to purchase a couch from the Cool Springs (TN) location. We were checked out by Nate who also helped us with our questions. Nate gave the sale to Sandra Cox, thinking she assisted us but she only directed us to him. She unfortunately became our go-to for the many problems with our order. We purchased a couch and an ottoman. The couch was in stock but the ottoman wouldn't be available at the warehouse until 1/11. To get the couch delivered before the ottoman, we were told Sandra would have to contact customer service to make it happen. On 1/08/2018, we get a phone call from the bank asking if we recently made a large purchase and if we knew that purchase over-drawn our checking account. We checked the the bank account and if showed we had over-drawn because of an additional $600+ charge. We did not authorize that charge. After calling for a couple of hours we finally got ahold of a person who put Sandra on the phone. She was not apologetic, did not admit her mistake but instead she just said she cancelled the original transaction and created two new ones for the couch and ottoman to ship and that the original charge was canceled and should drop off in a couple of days. The only thing she offered was to call the bank to have the remove the $216 fee she caused because she didn't notify us of what she was doing. Again, she didn't apologize but informed me she'd call with an update about the couch shipment. She did not call; we called the store before closing to find out that she had went home for the night a few hours prior. On 1/09 she was supposed to call us at 1:30PM but again no phone call. Instead, we had to give the bank her contact information and they had to reach out to her. She only informed us that she talked to the bank and that our new ottoman charge was on the way. She didn't apologize for the problem that she had caused and couldn't even admit to making a mistake. She's impossible to reach and began ignoring our phone calls and messages. I ended up having to reach out to the corporate office because Sandra as well as her manager AND the store manager would not return our phone calls. The ottoman delivery date kept being pushed back and pushed back. At one point, it was just sitting in the warehouse for a week where even the corporate person told me furniture items usually just sit for days before being shipped out. It took a little over a month for the ottoman to be delivered. Going to corporate only got us our delivery fee refunded. The furniture is not worth the major headache we went through. read more

Went in here today and tried to find someone at register to wait on us and no one for about 10 min come to help us. We don't have one near us so I wanted to get some things and that didn't happen. I don't recommend going here if you want some customer service or someone to check you out bc you will probably being standing there waiting on someone to wait on u read more

Hi I am reviewing Macy's the one in the cool spring mall! I am hovering them a two stars because they do not have boy clothes! And there bathroom dose not small good! I am liking the level 2! For there nice furniture They have! I like how there is Finish line shows in here! There couch was good when you are at the fitting rooms! It is a very big Macy's! The check out &service was nice! They love my taco cat t shirt! read more

I love Macy's.. they have pretty much everything you could need to shop for. However we had a pretty awful experience at this Macy's on Saturday. First, I waited in a ridiculously long line just to get someone to grab some shoes for me to try on (there was one person working the whole busy area), and when he was my turn she looked at the shoes I was holding and impatiently went to the back and came out with half of them saying the others didn't have my size, and she was very unpleasant and rude about it. I think she noticed the shock in my face after how she spoke to me because she approached me afterward and was very helpful and chatty. Later, we went to buy some pajamas and the lady at the double sided counter ignored us and stood with her back facing us as we stood there waiting to make a purchase. When I asked, "are we able to check out here?" She said "yes just let me finish what I'm doing." So we walked to the opposite side of the counter and she said "I told you I could check you out. I did not say I would check you out on this side. You can go back to the other side" in a very stern voice. I considered putting my items back and leaving the store if I hadn't wanted them so badly. I will be avoiding this Macy's in the future because of the employee experiences we had. read more

Received a watch as a gift for being a groomsman in a wedding. The groom was a former Macy's employee and purchased the watch before he left. Watch broke upon first use. Tried to return only to be treated as if I had stolen the watch and was trying to scam the store. Sales associate in jewelry told me that since I didn't have a receipt and since links had been removed (I brought extra ones with me) that there was nothing they could do. She said "I can get a manager, but i know for a fact that they won't do anything to help you". I have honestly never been treated so disrespectful in a retail setting in my life. 3 of the 5 watches that were received as gifts have already broken and she told me " I have never seen a watch with this problem" like I intentionally broke the watch. I will never shop at this location again especially since there are 2 other Macy's stores in Nashville. read more