My boyfriend took me here to pick out a ring as a gift for the holidays. I'm so bummed I didn't get the saleswoman's name in the fine jewelry department because I would love to know who I WILL NEVER shop with again. It was like a scene straight out of Pretty Woman. We told her what we were looking for and within what price range and this woman just smirked and looked around as if I was asking for something so impossible. (Note: I had looked online prior to shopping and yes, there were rings of that style in that price range.) She was smug and unhelpful. She basically told us they don't carry "nice" rings that cheap. You would think she would put a pleasant smile on her face and maybe even try to up-sell us or let us see some other options. NOPE! We immediately left the store feeling down and hopeless because apparently we aren't willing to spend $3000 on a ring. We then went to Kay Jewelers and purchased a beautiful ring at 4 times the price that we started looking for. That wasn't our plan but Maria at Kay Jewelers was so nice & helpful and let us know our payment options. Long story short, Macy's didn't want our business so we went elsewhere and had a MUCH more welcoming experience. I will never go back to this Macy's. read more

Always- and I mean always- takes forever to check out in line. Never enough staff or open registers and usually lines are long. Frustrating.

Sucking people work there. They treat customer like shit. No respect, they ignore customer when they asked for help. Bad service

So yesterday I had the worst visit to the mall. I went in to pick up my purchase and I waited at the cash wrap in the handbags department and watched an associate look at me. I waited about 2 minutes before saying do you mind helping me? And she said, what do you want? REALLY? Ok! I told her I was there to pick up an item I ordered online. She mumbles something about the Coach cash wrap but then asks me my name. She returns from the back and says are you sure you got an email it was ready? I don't see anything with your name on it. What is your name (WAIT, you just said you didn't see anything with my name on it and now you're asking my name?) Do you have an ID? I handed her my ID and she walks off with it... she comes back with my purchase in less than a minute.. hmm ok. She scans a barcode, asks me to sign and proceeds to jam two bags into a small paper bag rather than asking if I wanted to purchase a bag. Needless to say the bag broke and I was left to carry around two bags over $300 without a bag... this is just experience #1. I then head to dress department because I had seen a few dresses online that said available for store pick up so I ventured in to see them in person. There was only one person working and when I asked is it possible to check the back to see if maybe it's not out yet? She said, and I quote, "I doubt it." Not even going to pretend to look. I walked into the dress/swim department fitting room to see 8 racks of clothes that hadn't been put back on the floor. I worked at Macy's for years and that was a number one goal besides taking care of the customer. How can you make money if the product is on the go back racks still hidden in a closed fitting room? Macy's is soo desperate for employees that they will let their employees treat their customers like this. Is it a wonder why so many will be closing? read more

My husband and I were having trouble with return and refund. After a return at Macy's we were issued a receipt saying that we would receive a refund check instead of a gift/returns card and were asked to wait for a couple of days around 2-3 business days. We returned a week later having received nothing and met with Joseph (sales manager at Macy's Pleasanton, who has been extremely (3x) generous and helpful. He heard us very patiently and asked us to wait for another week which is normally the processing time in such cases. We again returned a week later as we still hadn't received anything!! He called the 800 number (the online Macy's customer care number) twice on our behalf trying to figure out a way to help us. We were devastated as the agent over the phone just said we would have to wait a little longer without giving an estimate wait period. Joseph went out of the way and just gave us a returns card, which is normally not the case!!!! Thank you Joseph! Definitely recommend this Macy's read more

I was hunting high and low for a specific item that my local store did not have. After being on hold with the operator for ten minutes I was finally transferred to the men's department. The woman who answered the phone told me I would have to wait as she was helping customers-this gave me pause what was I? Finally someone else picked up the phone and helped me. I asked for a charge send and she told me she could not complete the transaction because they had too many customers. She took my name and number but never called back. I should know better than to go to Macys read more

I've always loved Macy's. Stoneridge tends to have a larger, cleaner, more organized selection than the other locations near me, so this is usually my first stop when I'm looking to buy. I've never been impressed with their customer service, but I'm a fairly independent shopper, so it never bothered me much. I went in today looking for a dress for a work event. Found one that I loved in the Juniors' dept, tried it on (the girl attending the dressing room was great) and made my way to the register. The girl working there looked like she was handling an exchange or something for another customer, and since no one else was around and I had some time to kill, I wandered off to browse a little more. I came back five minutes later and the same customer was still at the counter. At this point about three different lines were forming around the area. I joined one and waited another five minutes - no one moved. Usually I'm pretty patient, but I was on my way to meet someone, so I walked off to see if I could purchase the dress in a different department (not a big deal. I've done this many times at various locations, usually after an employee sees a long line and offers to take me somewhere else). There were no employees at most of the other registers on that floor, although two of them actually looked right at me walking up with merchandise in hand and wandered away before I could say anything. Seriously? Back to Juniors'. The SAME customer was still at the counter, and the line was now much longer. By then I wanted to leave, but I REALLY wanted this dress while it was on sale and my size was in the store. Went over to Shoes for one last shot before I was super late to meet my friend. Waited for the employee there to finish ringing up a sale, then politely asked if I could make my purchase there as the line in Juniors' was taking too long. I was told I could not buy a dress there unless I purchased shoes too. (Been shopping at Macy's my entire life and this is the first time I've heard of that policy.) I said the same person had been at the register in Juniors' for a good fifteen minutes and I couldn't wait any longer - I'd be leaving without buying anything. Once she realized the store would lose the sale, she went ahead and rang it up for me. I thanked her profusely, but she was pretty rude about it. Macy's, I love your products and prices, but your customer service is terrible. Until this afternoon I was a faithful customer, now I don't plan on returning. I've worked retail in the past and couldn't believe what I saw today. Off to Nordstrom I go. read more

Your perfumed ad in the Macy's Thanksgiving insert ruined another morning newspaper--we're allergic. At least seal the perfume ads so the paper doesn't reek. read more

Firstly, I hate giving bad reviews, but Macy's Stoneridge Mall, you seriously let me down today. I came in looking for a dress to wear to my best friend's wedding. I arrived around 11:00 AM and did not leave until 4:00 PM. In all of that time, I was not greeted, offered assistance, or helped in any way in all of that time. I couldn't even find someone to help me. When I began finding dresses on my own, the load became too heavy for me (I suffer from a back injury) and I happened to spot a female employee with a red badge. I asked her if she would start a fitting room for me, and she shrugged her shoulders and told me I could hang the clothes I had worked so hard to find on the go-back rack (where there was a high possibility that they would be put away or plucked from the rack by other customers.) When I tried on a dress, I couldn't zip up the back, and was forced to leave the fitting room and wander out onto the floor to ask a perfect stranger if she would kindly assist me. Humiliating! When I did see the fitting room attendant when I came around with my second load of dresses, she sighed audibly, did not lift a finger to help me (even though I was clearly having trouble carrying the merchandise) and snarled at me that I had better bring the clothing out of the fitting room and place it on the rack, clearly disgusted with the fact that she would have to put the clothing away (which is her job.) At this point I should state for the record that I worked retail for many years, and spent many a day and night waist deep in dresses in the fitting room, hanging them up and putting them on racks. But I never mistreated my customers, and if someone was on the floor, I always greeted them and offered my assistance. This was a slow Wednesday afternoon, and yet the employees who were working hung around their registers, ignoring customers. Most registers were empty, and nobody was on the sales floor! Unbelievable! What happened to "providing outstanding customer service"? Today nobody gave a damn. On my third attempt to find the right dress, on the way to the fitting room even the customers gawked at me as I struggled to carry the clothing into the fitting room with my back injury. And here things got even worse! I tried on a lovely Calvin Klein dress with stripes, which I was pleased with, but wanted someone else to look at it and give me their opinion. An older woman employee was at the entrance of the fitting room, and when I asked for her assistance, she begrudgingly gave me a moment of her attention, only to take a shot at my personal body image and self esteem by making a face of pure disgust, and a nasty little comment about the stripes. No suggestions, no attempt to engage with me about what I was looking for, where I was going, what might work better. When I returned to the fitting room I felt shamed and humiliated. After searching for 5 hours, being ignored and mistreated, I left with my choices which I am satisfied with, no thanks to your staff. This is not the Macy's I know. I was so exhausted and in pain at the end of this fiasco that I could not look for shoes or accessories or makeup or jewelry. You see, when you assist customers and provide them with a positive experience, they buy more. They return, and they tell their friends and relatives to come. Shame on you Macy's, you seriously dropped the ball here. I will not come here to buy a dress for a special event again, because I know of plenty of stores, like White House Black Market, or Nordstroms, who treat their customers with decency and respect, and go out of their way to provide all of the assistance they can. I advise others to do the same. Who wants to patronize a business where you are ignored, mistreated, or both? I certainly don't. read more

Macy' Women's Shoe Department Manager, Ashley Garcia and Lead Stock Attendant, Jonae Rattler are "Rock Stars!" I purchased two pair of Franco Sarto riding boots on February 16, 2013. It was a One Day sale and very crowded. I have super huge calves and can never find boots to fit me, so when I tried the boot on it was perfect. Only thing was they only had two left boots in stock. The sales clerk that was assisting me (not my regular sales person (Yacine)) stated that she would look for the right boot on the floor. Approximately 20 minutes later and several other customers helped by the same sales person she said she could not locate the mate. No problem though, she would check to see if she could order the boots on line. The sales person took the box to the register with the boot in it and proceeded to order the black and brown pair in my size and shipped to my home. When I received my receipt I checked the amount and the address for shipping was correct. On February 25, 2013, the boots arrived and the sales clerk ordered the total opposite of what I requested. Today February 26, 2013, I returned to Macy's spoke with the Women's Shoes Manager, Ashley Garcia who listened to my issue and immediately began to offer several options. Both were acceptable. Ashley searched the stock room and found several pair of wide calf riding boots for me to try on since there were none to be found on Macy's website. When Ashley was needed elsewhere she had Jonae continue to search for boots that were wide calves. Jonae brought out a number of boots until I was satisfied with two different styles. Not only did they go above and beyond to satisfy me the customer the boots I purchased were a few dollars cheaper and the shoe department had a sale of an additional 25% off. I could not have been happier. I started to do my happy dance when Jonae stated that Ashley provided me with Macy''s cash for my inconvenience. I did the "Happy Dance" in double time. Woot! Woot! Hurray for great service at Macy's Stoneridge Mall. I have been shopping there for years and have always received the best customer service thanks to my man Yacine "Hook a brother up!" read more

Been waiting since about 10 again store supposed to open at 10 o'clock store finally opened at 10:15 walk-in that's the first lady where the cashier was she pointed without saying anything got to the cashier waited got $200 gift certificate in the men's department I have to man if you had Christmas the style of cards if I don't have you'll have to go round of luck just so happens that was once at night there then he didn't have an envelope got upset cuz he had to go to another register and get one then he came back just handed me that receipt in turn around didn't say thank you thanks for waiting for nothing what makes you so sure come down on their standards within the last few years read more

I give the facility itself one star. It really needs to be updated so it doesn't appear so tired and worn out. The carpeting looks like a petri dish and the restrooms are a disaster. However, the customer service I received in handbags yesterday morning was awesome. read more

oh how i love to shop macys! i especially love their sales!! and this macys has more of a selection that other nearby macys. the sales people are more professional as well! even compared to sf macys, their sales people are way more friendlier! the only thing that probably bothered me most was a few of their cosmetic counter girls. i understand your goal is to sell but every time we go to the juniors department with my daughters, they make it obvious that they're judging people as they walk by and that they are better than everyone..not a very pleasant feeling especially as we are continuos shoppers at macys. the second floor and third floor are the only sales people worth making my purchases to. mostly third floor since second floor may be overwhelming with people at times. plus they're very helpful in finding selections i want. i recommend this macys to all my friends, colleagues, and family. read more

I don't mind Macy's as a store because they have a lot of stuff, although I don't shop their often. Actually the biggest reason I shop there is because of my father works for federated and I can utilize his employee discount given I immediately make a payment on his account when I do. It's nice to be able to get the extra discount on already marked down sale items. However, if it weren't for this fact I probably would shop even less at Macy's for the simple fact that the majority of time I do I receive bad customer service. Now the last time I went to this Macy's was to try and exchange a jacket I had ordered online that was too large if they had the same one in store. To my surprise an older woman approached me and asked if I needed help with anything (this was a first) and I told her I was looking for the jacket I had in my bag to exchange. She promptly and happily looked it up in their system and led me straight to the jacket and pulled out the size I needed. This was the best customer service I've ever received at a Macy's. Unfortunately all other experiences have been blah. The time before the above mentioned I went in to pay the balance I owed on my Dad's account for said Jacket I had purchased. Mind you I don't have my own card but I am an authorized on his account so that I can use it. I came in with the card number written on a piece of paper knowing full and well that they could easily type it in to take my payment. However, the woman behind the counter was less amused and with a huffy puffy attitude said "I don't think we can do this without the card" and then decides "well fine I'll try typing it in and see if it works", when, as I suspected, it worked she let out a big sigh and says "well I guess it works, how much do you want to pay?" OMG you had to type in some numbers instead of swiping a card, get over it!!!!!! The not so exciting experience I had prior to this one was when my husband and I wanted to make a purchase off of our wedding registry. We were purchasing a $400 calphalon pots and pan set and I wanted to put the remaining balance after our gift cards on my Dad's account so that I could utilize his employee discount to further save us some money. Again I didn't have the actual card but I knew very well all they had to do was call their accounts people to get the number and verify me as an authorized user. I tried to explain this to the sales lady SEVERAL times at which she continued to get an attitude with me and exclaiming she could not do this. She finally called a manager and made my husband and I wait 15 minutes for the manager to finally come over. When the manager arrived I promptly explained the situation to her and she told the sales lady to do exactly what I had been telling her to do. Within 2 minutes the sales lady had the account number and was on her way to completing my transaction. She still had an attitude with me the entire time and didn't once apologize. I really wish Macy's would pay closer attention to the people they are hiring and the quality of customer service being put out by their employees, it would make the shopping experience so much more pleasant. I'm only giving 3 stars for the lady who was nice to me when I exchanged my jacket and the fact that my dad works for federated. read more

I've had several shopping experiences here over the past few years, and all have been great. On the last two trips Ken helped me with some shirt selection and Dockers. I found him particularly knowledgeable in being able to assess exactly which makes and models of shirts would fit my frame, so that was incredibly helpful advice. All the staff I've dealt with have been very good in handling discounts and giving good customer-focused advice in that regard. So it has become my first stop for shopping when I have to drag myself to the mall for clothes. read more

It was so ridiculous that the over-weighted clerk in the first floor woman fitting room asked us to take all the clothes and hangers out even including those left from prior people, I told her that we didn't work there and we should only be responsible for whatever we brought in, then she said they have been working hard,you guys need to help. It is ashamed that Macy's have such employee. She should stay home and keep gaining weight read more

I went to Macy's today with my baby in a stroller. The elevator is broken. Apparently it has been broken for several months, which I find appalling. I needed to get my online purchase on the 3rd floor. I was able to carry my baby in the car seat to the 3rd floor. If I was in a wheelchair I could go up the freight elevator. Really?? read more

I got an email from Macy's in late September, they were telling me that Clinique was having a free gift with purchase. I went to the store a few days later and started looking at some items. A gal came up to me to ask for assistance and I said I was looking around because I wanted to purchase a few things to get the free gift. She let me walk around and ask her questions until I picked out a couple things. It wasn't until that time when I went to pay that I was told that the free gift had not started yet and the email I got was for a special event held over the weekend. I was shocked because they had the gifts prominently on display at that time. I went home that exact same day and ordered the exact same items and got the gift. I can't believe the gal let me wander around and never told me that the promotion I came there to take part in wasn't available. If it wasn't available they should have taken the display items off the sales floor until the sale actually started. Or at a minimum, place a sign on the display that the gift was starting on x day. I had another bad experience today trying to use Macy's money. BEWARE.....they have BAIT AND SWITCH ADVERTISING!! I plan on paying off my Macy's card, closing my account and never shopping there again! There is never any help in the stores anymore, fitting rooms are always closed so you can't try things on and their customer service is horrid! Adios Macy's!! I'll take my business to other customer service friendly stores like Nordstrom, Kohl's and Amazon! read more

Customer service is dreadful. Had to wait 45 minutes while four customers were served. Manager had to be called several times due to lack of knowledge. Was given the excuse that the cashier had only worked there for two days - if that's the case the training needs to be much better, and what's wrong with multi-tasking, instead of doing things so slowly it was tortuous. The manager saw the long queue and did nothing to try and alleviate it. And when I thought I was finally finished they couldn't get the security tag off of the item I was buying. Why wasn't the cashier shown how to multi-task, as well as basic customer service. Nordstroms may be more expensive but at least they know how to treat customers properly and with respect for their time. read more

Mens suit department has the best staff. They were extremely helpful when we were buying multiple suits. They let us take our time and they were very friendly and professional with their suggestions. I would highly recommend them read more

Horrible customer service at the shoe department. I waited 15 mins for a pair of sandals to be brought to me...first, the sales person said the stock person dound the wrong style, then told me the stock person misplaced it, then at least tole me that it was the the last pair. I waited another 20 mins for someone to ring me up for a pair of sneakers, only to have the sales associate stopped in the middle of the process to help another customer to find a size and left me there waiting. This is not even a weekend!!! I will never go back to Macy's again...same product but I can get much better customer service at Nordstrom. Macy's, you better ramp up your customer service training effort. Horrible customer service! read more

This is a review for Juan Jose in the women's shoe department. He was great! I went in today which is a Saturday and there was a huge sale going on so it was packed! Usually when I go, it's a mess and all of the employees are too busy to even help (which I totally get). Juan was very attentive and helped as soon as I walked up to him. He stopped what he was doing just to help me find a size for a shoe I really wanted. Then he even checked prices for me and got me a grand total so I could decide. I put them on hold and came back and as soon as he saw me he came and helped me. I have never had better service at Macy's and I was so pleased! Whenever I go to Macy's shoes I will be looking for Juan and I suggest you do too! read more

This store better rethink staffing for the holidays based on my experience today. Stood in line behind 1 customer for 1/2 hour while lone sales clerk fumbled through a sale which took over 20 minutes. Not once did she look up, consider the line, or apologize for the slow service. This was considered to be a busy shopping day with pre-Thanksgiving sales store-wide. You would think they would have stepped up staffing. Really poor customer service. read more

Today there was a floater working today 11-25-16 at around 4:03pm in womens department who was the nicest lady. Honestly, she was the sweetest Macy's employee i have ever met. She was so pleasant when we walked up. I cant even explain it in a way that will do her any justice. For working on black friday, this lady was 1000%. Thabk you! Im sorry i didnt get your name. You made my day. And we all left very happy just from that 3-5min encounter. read more

I had a positive experience at Macy's in Pleasanton for a one-time visit. From the cosmetic counter, to the clothing section, all the way to the Coach bag department, the sales reps were friendly and helpful. They're definitely customer-focused and I didn't get the impression either that they were being "nice" for the sheer reason of making a sale. read more

I am a huge makeup fan so I always love getting my makeup applied at different counters. Just recently went back to Urban Decay and LOVED IT. Jenn did my eyes (lashes included) and did a fabulous job! She gave me exactly what I wanted and really communicated with me as the session went on. I highly recommend this counter for all needs. read more

Macy's customer service call center is awful. Get with the modern world. I will be closing my account based on their lack of assistance.

I'm hoping this Woman Shoe Department will have better customer service for return or exchange. It happened to me several times in the past and today as well. I was in line waited to get my turn and the cashier looked at me and told me that she had to go to help the customer and walked away in front of my face. I didn't have chance to say anything. I waited in a few minutes and I saw another sale man approached to me and he helped the customer behind me who wanted to buy a pair of shoes. I asked him if anyone can help me then he said "we do what we can do" and walked away without asked me anything. I am a Macy's customer as well and I was first in line. I don't think it's right to treat your customer like that. Macy's has very poor customer service and they don't have customer service department like Nordstrom. I don't know what does the management thinking to carry on that kind of service at the Department Store. I would be very ashamed if I have my workers treat my customers like the way the treated me and I'm sure there are many customers have the same bad experience at this Macy's Woman Shoe Department. It's not hurt me if I stop to shop at this store until they carry a better way to treat their customers. read more

Went in to get a bracelet set for my wife. They said they had two sets on hand. The salesperson said she looked, but couldn't find them. How does a store not know where their product is. Totally unorganized. Should have known better than to go hear for any jewelry. read more

I totally understand about that girl from napa buying her mother a present of the foundation she used.I worked there and believe me those older ones that work there are so rude and think they are superior to everyone under them.Ask them a question or help they think you are going to steal their jobs ,say hello or hi to them and they look at you with daggers of a stare.A couple of them in the household dept, even customers complain to you about them.They have a goal to reach and they think they are smart and going to out smart you but a day or two and you catch on.Macys need to look closely at their employees.If you allow people to look down on you they will.The best advice is to kill them with niceness and smiles and behind it you are cringing your teeth. read more

My sixteen year old son had been dying to go to Macy's for their "better" items than my favorite discount stores. Armed with a fist full of cash...he went shopping. The entire time he is followed by a store employee who repeatedly asked him if he were done yet. Needless to note...My son is African American. Feeling so uncomfortable, he left without making a purchase. read more

They didn't have my shoe size but Dale and Alicia were both pleasant and so helpful in ensuring I got the right price and worked efficiently to place my order. There was even a little humor along the way! So nice to feel so appreciated! Thank you! read more

I ordered a Tommy Wool blended coat from online, and they sent me 4 times the size i had ordered. So i went to near by mall where macy's is. The store manager was the lady whom I wish I would never see in my life again. At the billing dept. she tells me that they wont pay for the shipping as it was an online purchase but when i told her that it was not my mistake but you guys ( Macy's) who sent me size 16 instead of size 2, she started arguing with me and literally fighting with me about how dare I addressed as " you guys". When I told her that if you are working for Macy's better be a part of it. She said NO I wont be. Then I told her, then you are not a fit person to work here then, if you cant understand what a customer wants to tell u. When she paid me back the money, i took the receipt and that manager goes ahead and calls me as " Attitude". Then I literally stopped there and told her that "lady u have an attitude. You better get some help". What a BAD i would say WORST experience I had with such a BIG company. MACYS should really look who they are hiring. I would never ever shop and put in my hard earned money for such a BAD store/company and even tell all my friends about my bad experience i had with this purchase. PLEASE HAVE SOME SELF RESPECT AND DONT SHOP at MACYS till they understand how they hurt our sentiments by hiring such "Jerks" read more

Although the shoe department was very busy today, the sales staff did their best to assist you. What really irritates me is the little respect that customers have for the shoes on display. People pick up shoes, try them on and then throw them on the floor! I even watched a customer place her empty coffee cup on the shoe rack and walk away! In order to receive great customer service perhaps people need to be a bit more considerate towards the sales assistants. Having respect goes a long way. Thank you to the shoe department! read more

I wish I new her last name; Her first name is Tamana. I stood to the side and watched this remarkable woman take care of an elderly woman and her middle-age daughter. Tamana was professional, polite and tolerant almost to a fault. This mother/daughter "team" was doing all they could to confuse the situation - it was obviously intentional. Tamana politely apologized to the accumulating line of customers, contacted another Macy's Associate and requested a second register be opened. She then continued her polite focus upon the team who now was pulling clothing out of a walker requsting refunds in chash but having no receipts. Macy's, you have a tremendous asset in Tamana. She protected her company without causing embarrassment to her customer. BRAVO!!! read more

I love this Macy's! I always travel a bit further from home (there is a closer Macy's to me) but they can't begin to compare. The ladies dressing rooms here are ALWAYS clean and they have a much higher quality of petite clothing. The selection here of Petites is far larger and more "hep" than Newark (Newark store has a tendency toward old-lady style of petites.) read more

One of the associate name Chan he such a great helper. I appreciated his patient with me and he help me to pick out the best items for the ppl I had shop for Christma gifts. Overall great customers services. read more

I purchased a $500 watch from their fine jewelry department in April 2015 and purchased an extended warranty as well. Nine months later two spots appeared on the bezel took it in for solution. they said that they would not take it back or exchange it but would send it to their repair center back east. Two months later I get a call that they recommend clean and polish to get rid of the spots. Upon arrival, I noticed both spots still exists. Not only the did not address my problem but they charged me $85 for the service. Prior to this I had purchased three other watches from the same store. Would never shop there again due to poor exchange or return policy! read more

Attention all makeup lovers: Go visit Minnete in the Laura Mercier counter! Unlike most makeup counter managers; this girl knows her stuff. Unlike the rotating artists she can answer any question you ask and she does not spend her time staring at herself in the mirrors. Minnete is the most down to earth artist. She does an excellent job with makeup application =) read more

Customer service leaves a little to be desired... and I think they need to hire a few more folks... pet peave.. i hate having to wait a long time to pay for something! read more