I know everything is in an upheaval with Covid 19, but there is no excuse for the way the Macy's Natick Ma looked yesterday when I was there. I would not even have attempted to go there during this time but an item I had recently ordered online was not what I ordered and I needed to exchange it. It was from the women's undergarment department. When I stepped into that department, it was disgraceful. There was underwear all over the floor; whatever was on racks was so disorganized, it was hard to find sizes and brands and if they weren't on the floor they were piled on top of racks in no order whatsoever. Needless to say I did not exchange or return my item as there was no sales associate in that department. To add to the bad state, the escalator was not working and was stalled and had to be used as stairs, both for going up and coming down. There was no way to social distance as people going either way just came up or down not caring if they were going to pass someone on the stairs within 2 feet of each other. I later learning there is an elevator somewhere and I could have used that but no sign indicating that. Macy's is my go-to department store for so many things that I hope they do not "go under." read more

By far the worst and most frustrating costumer service I have ever experienced. I will no longer shop at Macy's!

Customer service is a disgrace. Have witnessed employees accusing people of shoplifting with no proof.

Went to Macy's for my first time in at least six months. The place was a disaster. Clothes hanging haphazardly throughout and dumped on the floor in the plus size department. A man was standing in the dressing room as I exited. I pointed out this was the woman's dressing room. He called me an idiot. I called this to the attention of a sales associate on my way out. At first she looked surprised but then laughed. Honestly. Not a place I want to shop. read more

Bought some jewelry here over the holidays because I had a gift card. Found a nice set that was made in Japan. Beautiful set and the service was great. The only reason I don't shop there anymore is that most of the items are of inferior quality made in China. I last bought a jacket that looked great - and when I got it home it started to fall apart. So until they start giving us a choice.. i'll shop somewhere else. read more

Sad to give a bad review for macys as I used to really like the one in Kingston Ma. Went into Macys for some Jewelry at the Natick Mall. Nobody was around for about 10-15 minutes. As me and my girlfriend were just waiting there two more people showed up asking where the Jewelry person was. A few minutes later a Black woman named Barbara showed up and started helping an old women, we didn't mind even though we were first, shes an old women help her no issues. It did take quite awhile to wait for that transaction though. She then started helping another woman and skipped over us again. She told us that we would be next and sorry for the wait. So we waited again. Finally when she was through she told us that she was going to take yet Another customer and we'd be next????? Are you kidding? A person that Just showed up! We starting thinking this was some kind of Racist BS as we are an interracial couple. Perhaps not perhaps shes just inherently rude all the time. It had been around 40 minutes now. The jewelry clerk told us that a manager would get us started to help us. She told him (Black male manager -forgot what his name was-) and then he just stood there for a few minutes even after acknowledging her, finally came over and I just said, "No, thank you we are good, we might be back we might not", Clerk: Are you sure, hes right here? I replied with: I waited over 20 then 30 to 40 minutes for your help and nothing" We walked off. My Girlfriend made a complaint to the macys website and days later got a call she missed but got the voicemail telling her that it was the manager from Jewelry "A different woman" and to please call her back. So my Girlfriend called back to the Jewelry department thinking it would just be an apology. The Clerk we had trouble with before picked up the phone and said the manager was not their, My girlfriend left her name to tell her that she just called. Heres where it gets messed up. The woman on the phone starts arguing with my girlfriend that she wasn't rude when we were their the other day and that she thinks she was wrong. Now your first thought should be, why does the Clerk know my Girlfriends name? The only way she would know that is if her boss that had to talk to her about her behavior told her about personal information about the person that sent the complaint. Which I know is against policy. My girlfriend did get ahold of the Jewelry Manager, but they didnt care in the least. they made up excuses for the clerk and didn't care one bit about them arguing over the phone to a customer. Obviously there is something wrong at this store. You DO NOT give out customer information to your employees, unless your joking with your friends about the incident right? The Manager was completely out of line and the clerk should have been in hot water at work. We were actually looking at engagement rings that day, so the place lost out on a few thousand. Hope those customers that bought 50 dollar items ahead of us was worth it macys. I have bought many things from Macys since the 80s, after this kind of treatment and the lack of care for the customer I will no longer be returning. read more

Went looking for watches for my two sons. Was waiting in line when a typical Massachusetts woman barges ahead of us and takes up two workers time, no sorry, no excuse me. Whats worse the Macy's staff who saw us waiting did not even acknowledge this happening in front of them. After 20 minutes, one worker says is this going to be "quick", I said I don't know she then just left despite me asking to speak to a manager. Had to go to another department to find a manager. Rude customer service, horrible department store, quality lacking. Never coming back here again. read more

For what it is, it's a good store. Great selection, good prices for its quality, and a lot of variety from jewelry, to suits, to shoes, and more. The salesmen are always helpful and smile at you when you walk in. They'll ask if you need help but leave you be if you don't need it. No complaints really. read more

If I could give zero stars, I would. Nothing is in any order - if there was a rack of pants, it was impossible to find a size or even the same pair of pants on the rack! The employees are too busy talking about their boyfriends to pay any attention to the customers, and were extremely rude when I asked where I could pay for my items. No one was at any check-out counters, and no one seemed to care. I'm going to close my Macy's card account and open an account somewhere that understands and appreciates customer service. Disappointed is an understatement. read more

They won't allow you to buy anything at any stores in the store like Sunglass Hut. They basically begged me not to buy anything so I put down my merchandise and left. Obnoxious. I generally like Macy's but I see alot of stores doing this practice. I don't think it makes for a nice shopping experience and let them figure out their receipts internally at the end of the day. Will I still shop at Macy's? Sure but it might not be my first pick. read more

First, this Macy's has a good selection of men's clothes. Better than my local Macy's. We went for Christmas shopping and the service pitifully poor. I went to check out with an armful of clothes and found 2 cash registers down due a computer failure. The 3rd cashier said he wasn't taking any customers and was closing down. One employee said to us, "hey it's 3 weeks before Christmas" expecting us to cut him slack for the lousy service. Damn right. Employees would be wise to get their butts moving and stop making excuses. We left empty handed. read more

Great Sale recently!!! I love that. There was a very friendly helpful young man in the suit department. However, do Not use the tailor there. He is terrible! read more

Absolutely unacceptable customer service. They would not complete a return that was purchased at another Macys location. I would expect more from a corporation that has so many locations. read more

If there is one macys in the area which deserve a zero star, it is this one. The managers here are absolutely useless too. You will keep sitting waiting for help and one will. Infact the Estee Lauder area is by far the worst I have came across. There one staff member walking around ignoring every customer. I dont even why that lady was hired in the first place. Also some staff members do not even wear there badges so you cant even tell if they are working at macys or not. Name tag should be mandatory, if the person doesn't have one for the day at least give him/her a temporary one. Overall never coming here again, if you are in the area, head to Nordstrom way better or even macys in Marlborough and Auburn are hundred times better than this place. The staff here is absolutely clueless. If you need something they will ask you to look around and find it instead of finding it for you. Zero star for this store. read more

Update: On Friday, I found out that they didn't even have our box spring in stock to deliver it on Saturday. So, today they delivered the mattress... with a stain on it. They left the stained mattress in our apartment, rendering our bedroom unusable until they come with the new mattress on Thursday. Their disregard for customers is incredulous. 7/14/2016: Lori is one of the rudest and laziest sales associates my husband and I have ever dealt with. Yesterday, she cancelled our mattress order without any authorization from us. It was supposed to be delivered this Saturday. We had to reorder our mattress and the deliver date was moved to Tuesday. Within hours of discovering her error, she refused to switch the date back to Saturday. One of us now has to change our work schedules around for this delivery. She also lied about it and tried to blame us for her mistake. She offered us no compensation. We won't be buying furniture from here again. read more

bought a couch less than a year ago less than a year, after suckered into extended warrantee my arm rest broke my cushion thay's atached on opposite side said "not covered under manufacturers warranty" i am dostrout since i m 56 years old my dad left me a little cash, god bless him when he passed , so i finally bought a couch for my family this was from my dad and macy"s is the worst i called sales im natick mass where i bought couch i m waiting to see if they will do something!! all this time and effort please check web sites before buying furniture or you ll be sorry macy's is baaad!! read more

Quick Summary: Me and my girlfriend tried to buy items from Macy's.com and got very negative and rude response from them. Considering Macy's is a very well know and reputed company, they sholdn't raise questions to their customers saying that it's our fault and ending the phone call even when the conversation wasn't over. Three different representatives said that it was our fault. My girlfriend got abused and got very bad comments from Macy's.com three time from yesterday to today and said that it was her fault when purchasing an item from their website and they also give me false information about the purchase she made. Also, they raised question about the financial status saying that I had insufficient balance but that wasn't true at all. I really want to know that what kind of charge should be applied here ? The reason I am posting this article here is because I don't know where else to share this information and this is not a false information, if there's proof required, Macy's.com records every phone call session and everybody can hear the conversation between a customer and the Macy's represetative based on the phone number. So we weren't happy with our purchase.So we take all our items to Natick Macys to return it. Our return was mostly perfumes, and when we were entering the store and heading to the perfumes counter eyebrows were being raised by the associates standing near the counter. Why ? Is it because we have more that five expensive perfumes in our hands. Just to add a key note me and my girlfriend are both Indian. So we went up and we say we want to return these perfumes. And the associate at the counter looks aghast and sort of shakes her head no and tells us shes going to call the manager. So a manager called Nancy shows up and looks at my girlfriend and says 'you look very familiar do i know you" and my girlfriend says "yup you do, i work here". My girlfriend is a Macy's associate who says hello to this particular manager everytime she sees her. I don't understand why Nancy would say "Do I know you?" to someone that works for her. So the manager asks us why we are returning the perfumes and we say we were not happy with the service Macys.com provided us. Since my girlfriend is an associate the manager starts bringing up the stores daily sales and abruptly mentions that the daily earnings of macys sales are going to plunge if we return the items, When I am the one who purchased the perfumes on my credit card. So basically I am the customer here not my girlfriend who works here. And the manager keeps targeting my poor girlfriend just because she works under her and shows her attitude saying that they will loses sales. And then she asks "why did you buy so many perfumes?" Why would any associate ask a customer why they are buying lots of things? So as you can see here they were suspecting us who are new to the country from India for buying alot of perfumes. So my girlfriend says that its for her clients and she needs to send them. (my girlfriend helps the handicapped and hospital patients who cant get out of bed, by shopping for them and returning things they don't want. So one of her clients wanted a lot of perfumes and only decided to keep a few, so there for the reason of return). The Manager starts bring up that we are doing something illegal just because we used the word client. What? Who says that especially a Manager. After she accuses my girlfriend of doing illegal activity she takes down her full name. And without hesitation my girlfriend gave her name. And i got furious and ask her why is she taking down her name? What wrong did she do ? All we wanted to do was to return the items. And the Manager Nancy keeps ranting on and on and would never let the customer which is me complete my sentence. We really felt like That manager and the associates at the perfume counter were treating us differently than any other customer and i believe it is because of our skin tone and because my girlfriend works under her.The manager took advantage of that fact and basically disrespected her by saying shes doing something illegal. Why does Macys have egoistic, unapproachable managers who have a bad attitude towards their employees and most importantly a customer like me? Why was Nancy treating me like i worked under her as well? Why would anyone ask personal questions like what we do with the products? Doesn't matter if i throw out the products or actually use them no one should question me. We were abused at Macys.com and at Macys Natick! We never expected this and we always tell our family back home in India how much my girlfriend enjoys her job at Macy's and what a great place it is. Now we both are speechless and shocked. Why are normal customer like us get targeted? Is Macy's still continuing racial discrimination as they did before so many times with other people? Just because Macy's is a big company, do they have the right to say or abuse like that ? read more

My mom come from Brazil ones a year to visit me and shop a lot, she likes to come to this Macy's for the good price and great sales ppl they take care of her ever time the sales ppl call me 2 days after I shop there just to thanks me and my mom to shop there. Very nice read more

Need a suit? Don't want to pay three arms and four legs. Then if your at Macy's then you've arrived at the right place. The sales staff is on par with, let's say, Brooks Brothers. The suits range from 150 to 400 but with the discounts your looking at around a cool 250, this can't be beat for the make, quality and service. Take a drive even if your not local. read more

I always get the best and cheapest men's clothes on sale here. The staff have always been most helpful. It's a pleasure shopping here.

I had a really great experience in the home appliances department. The associate whose name is Richard was really great and knowledgeable. I returned a damaged item and he went thru my new item piece by piece. He even told me about a coupon I didn't know about. Overall he was great. read more

Lost 3 of the 4 items I had put on hold. They lost the two I needed most for an event that Wednesday. The service was terrible and the women working there were rude. I went home and decided to buy the items I needed online with express shipping hoping they would come in time. I called the store to wave the shipping or somehow help me and they were horrible. I even called another store for help and though they were kinder they never called me back and I am still stuck in this situation. I am extremely disappointed and do not plan on shopping at Macys again. THIS STORE IS HORRIBLE. read more

I like shopping here because he sale prices are very good . There are alot of bargains. However, I do not like the sales people who,while ringing up your sale, are busy talking to their friends or co-workers in Spanish. How rude! You do have to be careful that the correct price is rung up even if the sales clerk is offended about being questioned. I do not like being told I should go back to the rack and see what the correct price is-who can even remember-the place is like a maze. I tell them to check the price.This occurs in the majority of my shopping trips. Check those prices before you pay. read more

The worst customer service of any department store. Except maybe JC Penny. The fitting rooms smell like a wet dog, sensors are left on clothes (always fun to discover that when you get home), and the "size markers" on the hangers are 9 times out of 10 not correct (I'm specifically referring to the Junior's department. So gross.) read more

Horrible service. Employees being catty over shoe purchases to get their comission. Waited in a line for 30 minutes to purchase one pair of shoes. Very sad. read more

Reasonable prices and good selection but horrific customer service. I am waiting in my second 30 minute line today. Perfume counter won't do clothing purchases even when no other customers there. Cashiers extremely slow. They are very understaffed for the holidays so very few registers open. Piles of clothing on tables not being refolded. read more

The selection and service is very good in the men's department. Every couple of years, my husband would need to replace his dress pants and dress shirts. He has always gone to a Macy's and replenish his professional wardrobe in one shot. (How do men do that?) We were at this Macy's recently and found everything he was looking for as usual. While waiting for him outside the fitting room, I was able to observe the professionalism of the staff as they assisted their customers. This is the traditional good service that one hardly sees much of any more. On another note, just after Christmas, I came here to return a fancy toaster oven. I stopped at the first service center I came to for directions to returns. The sales lady, having seen me struggling with the heavy box, was kind enough to do the return for me right there and then instead of directing me elsewhere. Accolades to these fine folks. read more

Men/ women shopping done.experience was good .prices reasonable. Enjoyed shopping with my wife.

I don't often shop at this Macy's and again yesterday was reminded why. It's a mess. I almost took out my phone to take a picture of the floor in the misses section. Not the sale section mind you, just one of the brand name areas. At least 4 racks had dropped clothes right in the walkway. I've been to this store when there was so many salespeople it almost became annoying that they all asked to help me. Today was not one of those days....finding an open register or someone tidying up...not happening. I'll take Emerald Sq. or Solomon Pond over this one anyday. read more

Quality just isn't what it used to be regarding merchandise and customer service. Tried making a return of various items downstairs and was told I could only return some of the items downstairs and would have to go upstairs to return the remainder because they were doing inventory. Really? The customer has to be inconvenienced because the store personnel is doing something every store in existance also has to do? When I asked for the store manager's name the clerk said she didn't know. Macy's used to mean quality, but that is no longer the case. They also outsource their customer service. I called questioning a late fee on my account and was told that if I paid my bills on time this wouldn't happen. Excuse me?? The error was on their end. After these experiences I no longer shop here. read more