I am writing to express my disappointment with the level of customer service my family experienced at the Macy's in Towson Mall. My husband and our 8-year-old son walked around the fragrance counter four separate times. During that time, multiple associates were present and clearly saw them browsing, yet not one person acknowledged them, offered assistance, or even greeted them. They were simply ignored. The only person who stepped forward to help was Michelle at the Dolce & Gabbana counter. She greeted them warmly, offered assistance, and treated them with professionalism and respect. Because of her, my husband was able to complete his purchase at the MAC counter. He was so appreciative of her service that he offered her a $20 tip, which she respectfully declined. It is disheartening to see employees in customer-facing roles fail to perform the most basic expectation of customer service: acknowledging a customer's presence. Customers are the reason these positions exist. To watch someone walk by multiple times and choose not to engage sends a clear message that their business is not valued. I hope this feedback is taken seriously. Michelle exemplified what customer service should look like. The rest of the team should reflect on how their inaction impacts the customer experience and the reputation of your store. read more

With the way I've been treated lately via emails I don't like the behavior of this company and now because they won't allow me to unsubscribe from their emails and constant ridicule from their company I will not allow myself to step one foot into a Macys unless I'm pretty goddamn desperate for clothes . I'm not 100% comfortable with the way you randomly choose me to hit up for feedback when honestly that's not how you get customers in the door to your business to buy clothes or whatever it is you're promoting. If you want me to come into your business again you'll back off and let me come to you to conduct business. By the way this is harassment and I'm not sorry for calling it like I see it. read more

It's sad that such an iconic shop is so...bad. I'm sure there are Macy's somewhere that are good Macy's shops but not in Towson. Maybe it's the unfortunate downfall of the massive corporate chains, but the issue is the shop looks like it's stuck in the 90s and worn down/gross and/but the prices are that of a high end retail shop. I went in for quality bedding and the selection was horrrrrible. It was so bad. And while the staff was really nice, there's not much they can do when the core structure of the company is horrible. Look, I wish the iconic Macys of my childhood was still alive, but this is simply trashy. read more

I lost my gift card that I purchased. When I turned to the store with my receipt of purchase I was told be the manager that I would not be reimbursed. The gift card was used with a purchase on the same day I purchased with a credit card. There was no follow up on my concern. read more

If I could just say, "OMG," and everyone knew what I meant, this would be the shortest review in history. Let's put an "ugh" in here, too. I had to make a return and stood at the empty customer service desk for awhile before finding Rosanne walking along having a conversation via Bluetooth. I said I need to make a return. "I know you do," was her response. Was she responding to me or her phone friend? She finally hung up then told me "these aren't ours." I said they are from Macy's. She said I was in the wrong department and next time I need to find the right one. I offered to do that now. She said she would do it. She then asked why the two pairs of pants were on the same hanger. "You can't do that. That's not how you do things." I said I hung them up so as to not wrinkle them in a bag folded up. She said she would have to take one pair off. Okay??? Then it just got more uncomfortable when she said, out of nowhere, "We get people in here that don't belong here, but they come in here anyway." What? Did she mean me? Was she making a racist comment? Then she was irritated that I produced three receipts because I wasn't sure which ones had the pants. "I'll just stand here while you find the right one. I can't look through these," she said. Finally, she rang up the return then just stared at me. I asked for a paper receipt and that really sent her over the edge. "Can you be patient? I can't hand it to you if it hasn't printed out yet." Ouch! As I thanked her, she began telling me to have a blessed day. I said thanks again and she just kept yelling at me to have a blessed day as I walked away. Maybe she wanted a, "you,too!" but I was just trying to get away from this whole experience. Lesson learned today: find the original department to save myself from this mess. read more

Macy's - Pandemic dejavu - Department Stores Near Me - Towson, Maryland

Yesterday, on Sunday 4/23/2023, around 5:40 PM, I had an unpleasant experience at the Macy's located in Towson Mall in Maryland. Specifically, I was at the children's department store when I encountered a rude and racist employee named Linda. I had purchased some clothes online in two separate transactions but noticed that the same items were being sold at a much cheaper price this week. So, I ordered the same items again online and went to the store to return the ones I had just received. When I entered the store, Linda was the only employee at the returns counter. I approached her and explained that I wanted to return some clothes I had received in the mail. She asked me to insert my Macy's card in the slot, which I did not have with me. I told her that I had the online order number and barcode, but she didn't seem to listen to me and kept insisting that I insert the card. Fortunately, I found my card in my wallet and gave it to her. Linda processed the first return, and everything seemed to go smoothly. However, when she processed the second return, I noticed that she had returned the item at a cheaper price than what I had paid. As soon as she told me the amount she was going to refund me, I realized that it was not the correct amount, so I pointed out the mistake to her. Linda became defensive and insisted that she had already processed the return and that it was too late to change it. I tried to explain to her that the item she returned was at the cheaper price that I had just ordered online and not the expensive price that I had paid for the item I received in the mail. I showed her my phone, where I had the online order details, but she refused to look at it. Linda's behavior was unacceptable, and she made me feel unwelcome because she did not want to listen to me at all. She even called her manager and refused to look at my phone or my order. When her manager arrived, I explained the situation to her, and she immediately understood the problem. She offered to void the incorrect return and process the correct one without apologizing for Linda's behavior. Nonetheless, the manager's prompt resolution of the issue was appreciated. Overall, my experience with Linda was terrible, and I felt like she didn't want to help me because of my accent or something else. Her behavior was unprofessional, and she should be trained to listen to customers and be nicer. It is unacceptable to treat customers in this way, and it was fortunate that her manager was able to help me. read more

So much has changed here. Some of sections have been moved around since I used to shop here. All of the women clothing is on one level. The plus size section is very limited and I did not find anything to my liking for a funeral. But did find some great finds that were marked down. I ended up getting a top and a pair of leggings to match. There was hardly no one on the floor to help with questions, you had to pretty much go on a scavenger hunt for a sales person for assistance. I asked one lady if she could check me out, but stated I had to go to the cash register in the middle for that and someone will assist me there, but when I arrived there was no one there. I did peek around to see if there was anyone else, I did see one young lady, but I was not sure if she worked there since she was dressed down in street wear and I thought she was shopping for herself and worked somewhere else in the mall. But once I saw the tag had Macy's on it, I asked if she was available to check me out. I will be back to check out the clearance section again, since I could use some new sweaters. read more

Macy's - Men's interior area - Department Stores Near Me - Towson, Maryland

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On a last minute mission for a mattress pad I came here to Macy's at Towson Mall. Having been a previous employee almost a decade ago I expect to find what I'm looking for and get help if I don't. But I got the exact opposite in reality. The escalator drops you right off at bedding, a sale is currently going on. I casual stroll scanning for mattress pads. I come across 2 associates one is giving another instructions. Neither spoke as I walked around the shelf area the instructions are for. I just kept walking looking for the pads. I gave up looking walked up to the counter and the associate wearing literally leggings and a hoodie looked at me. We're wearing masks she just gave the expression on her face as to say "yea" but not actually to speak and greet me hello. I found that so strange. Her response was emitted that she didn't care. Really disappointing to know the customer service has declined, definitely won't be shopping here. read more

The customer service or lack thereof, I received during my most recent visit left a very foul taste in my mouth. I wasn't even planning to stop in but saw an opportunity to grab my son some clothes since they were on sale. Long story short, I grab a few things and head towards the register. There was an older lady there and a younger female employee whom she was talking to that was a few feet away. As I stood there with my son in my arms, the older lady takes a few steps towards the young lady and continues to talk to her without ever acknowledging my presence. I stand there a little longer and all I expected was for the older woman behind the counter to look up and say, " I'll be right with you." Nope. I thought I was invisible for a moment. I eventually walked away and was fortunate to find another employee who was much more pleasant. She spoke to both me and my son and continued to be courteous throughout the transaction. They need more of her read more

So disappointed in Macys at Towson Town Center was in shoe department it was hot mess boxes everywhere displays with shoes falling no price tags to be found and other departments were similar. Macys was one my very department stores back in 90s read more

Macy's - Shoes everywhere - Department Stores Near Me - Towson, Maryland

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They have terrible managers. If you want to be made fun of by the employees or customers go to this store. The main managers made fun of people with disabilities and have even let the customers harass the employees. The managers don't care about the employees. I even tried to talk to corporate to speak about the incidents I filed with HR. The Human Resources never got back in touch with me. Never buy from Macys ever again. Don't support this business. read more

I wish I could have actually shopped but it's hot in this store. It's practically summer now, so they should turn the A/C up. Felt better than outside but once you start to walk around it quickly gets hot. read more

We went and bought around 500 dollars worth of fragrances and we saw the women working there being so immature smacking there butts and stuff and they were giving us attitude and not giving nothing to sample even thought on online it said they would. read more

Never buy a mattress from Macy's! My Dad is 88 and my Mom will be 75. My Mom waited all day for a delivery of a brand new mattress. Waited in the chair near the front door with the phone by her side. No one ever called or canceled the delivery. In fact I received confirmation emails and a confirmation telephone call the day before. Then I could never get through to the furniture customer service number. Called the store and was told the salesperson only ordered 1 side of the adjustable frame. Then to top it off I was told the next delivery date would be in 3 weeks. I am so hurt and angry at how my parents were treated. What makes it even worse is that my Mom missed a doctors appointment for nothing. I will tell everyone I know about how Macy's treat elderly loyal customers. They don't even deserve a star. Hurt for my parents read more

Purchased white inc braided sandal 19.99. When purchase received the strap over my foot too tight. I called for an exchange/refund and was told this was discontinued no refund would be provided, if the store would look at my purchase history they would see purchases made every month this past year. I was unable to speak to a supervisor. So, needless to say, Macys has lost a valued customer over 20.00. Will not revisit. read more

Worst Experience I've ever had! Customer service sucks! Managers don't care! Always short staffed. btw One of the store Managers (Walter) likes to talk down to all his workers in front of patriots! Will never go back read more

One of my favorite places to shop, always can find what I need, great quality products , friendly and helpful staff.

I took advantage of the pre-sale on black Friday. On top of the sale you received the 25% family and friends discount. I went to pick up my watches thinking it would be in an out deal. Instead I got the privilege of an unnecessarily long wait while the cashier vigorously looked for my watches. She finally had to call her manager over who then had to call somebody else just to find my watches. My time was totally wasted and I barely got an apology. Macy's jewelry department really sucks when it comes to being able to meet the demands of customers and keeping track of the stuff! Not the first time I've had issues with Macys jewelry but I thought it would be different at a different store. read more

Today I am visiting family in Baltimore for the holidays and made one more stop to shop. I grabbed some cologne in a box set, a women's coat, men's coat and a belt. The coat was very expensive at $460, but luckily for me it was half off! There was a very helpful women on the floor. I did not catch her name but she could have been the poster star for costumer service. The store is incredibly busy but she took her time in helping me. If someone from the store reads this she was working in the men's department, she is African American and wore a long red skirt, black top and matching red lipstick. Then I stood in line with my boyfriend and there is one person in line in front of us and the cashier is checking out two women in front of her. And I do mean checking out in more then one way. They were laughing and calling each other "bad". Then the cashier, who's name I believe is Victor, told (told, not asked) the women in front of me to put her item on the counter and he'll start removing the tag. The two women he was flirting with left and he started handling the women in front of us item. It was an electronic and I noticed he kept dropping it. Each time she would flinch a little bit. I was surprised she didn't check it or that he didn't apologize. Victor looked at me and said "sorry for your wait" when it was our turn we were probably in line for 20-25 minutes with the flirting and dropping. Then Victor told me I have to go to the perfume counter to buy the cologne. I'm a little peeved because I've been holding this item and a belt in line for so long and I'm just now being told. So I ask my boyfriend if he could buy the coats and belt and I'll go to the counter. He of course agrees and before I walk away I ask Victor if we could get a box for the coats. He tells me the whole store is out of gift boxes. However I literally just saw him give boxes to the women he was flirting with. I think maybe he means out of boxes big enough and I said "okay, just a dress bag would be great" and I start to walk away and Victor yells out " We out of them too" I just walk away. After I buy the Cologne I start to head back to Victors counter and I see my boyfriend walking to me with our coats not in a bag and I think "wow that guy was serious" then my boyfriend tells me Victor said the women's coat doesn't have a tag and we have to go get another one and also we could go to a different counter if we wanted we don't have to go back to him. At this point I'm assuming he meant if we see a shorter line. I grab another coat I saw with a tag that was a XL and walk away and noticed my boyfriend left my S coat. We laughed and went back and grabbed it. Every counter had crazy lines so we went back to Victors line. I want to give him a chance to make it right. Maybe give us a coupon since we had to go back and get the jacket, or since we had to wait in his line twice. I'm annoyed at this experience, but it's Christmas Eve, I'm happy and I'm about to see family. We put the stuff back on Victors counter and Victor says/yells "ARE YOU.. MAD AT ME LITTLE GIRL?!"out raged and furious all at once. I am literally just standing there and now this employee who is a grown man is being confrontational towards me. The words flew out of my mouth before I could think them. I said "Excuse me? If you want me to go somewhere else just say so but I am not doing this banter with you." He doesn't say anything and starts ringing stuff up. He did walk away for a time and came back with a dress bag and wrapped the women's coat. And we left. Here's what upset me, I just spend $430 and I get better costumer service at a run down gas station where I buy a Red Bull. I have worked at retail and I would never be aloud to act this way. Christmas time is a crazy and difficult time, I know customers suck. But I did not say anything to this man to make him act this way to me. I've thought of it all day, maybe he had a long day, or holidays are hard for him, or he's going to be alone for Christmas and is just a hateful person. But he was so flirty with those women. After thinking about it all day I wonder if it was racial. Victor is black and the women he flirted with where black too. While myself and the women who's electronics he kept dropping were white. I hope this is not the case but I cannot think of another reason for this employees hostile and outrageous behavior. After I left I went on google to get the address and saw this store only has 2.5 stars. Macy's use to mean something and now I think it's becoming the next Sears. If it allows me I have attached my receipt so if the store cares they can check out the cameras. Even if you can't hear anything you can see the body language and know I am not exaggerating in the slightest. read more

Macy's - Department Stores Near Me - Towson, Maryland

This Macy's is definitely a step up from the one nearest me (Harford Mall) It's large and has a pretty good selection of items. It's organized, and has helpful/friendly employees. My only complaint is when you're buying something and they ask you if you'd like to open a store card. I understand that they have to ask, but when you say "no thank you," that should be the end of it. The "are you SURE?" and "but why not?" is not necessary. Other than that it's a great store. read more

Men's Suit department is a mess! Trying to find the matching suit separates. The racks are disorganized, outside of the barIII and Ryan Secrest suits. The suit area felt dirty, kind of like the forgotten back corner of a basement. The staff were outgoing and for the most part helpful. One was not so much, did not know their information. Instead of asking someone if they knew gave incorrect information. We went to Nordstroms to compare some things. The guy in the suit department knew his stuff!! read more

I was shopping for a couple pairs of dress pants for several events I have upcoming . The sales were OK......I got a bit more off because I charged it on my Macy's card. The store looked a bit messy (tables that had sale items were just PILED with items with no rhyme or reason), and it was difficult to find some one to ask a question. I will NEVER go shopping for clothes on New Years Eve!! lol. I do not know WHAT I was thinking!!! The store and mall was PACKED!! However, all in all it was an ok experience. read more

This is my go-to Macy's when I need something specific, or when I just want to take advantage of the numerous sales that are often going on every weekend (which, of course, is detrimental to my wallet...). I actually remember when this building used to be Hecht's - now THAT'S old school!!! The sales staff at Towson are, without fail, excellent, and I've been approached time and again with offers to help or to find something that I'm looking for. This Macy's location probably has the best customer service of all of the branches in the area, as a matter of fact. The selection is very good here, with options for nearly every budget - a lot of people seem to think of Macy's as "upscale", and no doubt, some things CAN be - but there are plenty of lower-cost options in the home department, as well as a great selection of clothes (especially women's attire). I recently bought a BEAUTIFUL crystal candleholder to serve as a centerpiece for my living room table - it was a whopping... fifty bucks. It looks like it's worth several hundred. And it's quality. And.... it was 20 percent off that day, thanks to a weekend sale and my Macy's card. (This is one place where having a "store" card may be worth it - Macy's cardholders get some AMAZING deals and if you shop here a lot like I do, it pays for itself over time.) I love this Macy's location - compared to the others in the area, this one is superior. You won't regret coming here. read more

Macy's is reliably a place to go when I need some new clothes and accessories. This location has been fine, generally neat and well stocked, and the workers are usually okay - though Macy's doesn't have enough of them. Recently I needed help in the Intimate Apparel department and a worker in a wheelchair (yea! diversity!) was very informed. My spouse and I use Macys.com often as well, with no problems. read more

Clean and quiet because it was close to closing. My son needed to spend his gift cards for his birthday. He found everything he needed. The female cashier in the mens shoe department was very helpful and friendly. read more

if you are ever are ever looking for customer service keep scrolling and scrolling to the bottom on the page . you will finalnaly find customer service then contact uct us then you ill get a screen and then another screen and another etc a person is unknown in macyland they like to save money the mattress i ordered never came on the proposed date came next day i refused acceptance as i was leaving for a doctors appt and told them to call for an open date read more

worst retail experience I've ever had. Macy's you are a disappointment. The rudest people. five minutes before close my friend and i had to go through macy's to access their parking lot which my car was parked in. instead of walking over the window to explain to us how to get out they gave us dirty looks and yelled at us behind the glass, from ten feet away, which was closed early. we then had to walk 10 minutes around the outside of the mall to go to my car. my friend was in severe pain. honestly this is ableist and simply poor management. i tried several times to ask them to come to the window to speak with us, which they refused very time. POOR MANAGEMENT. I'm almost positive the management was also there. What kind of a place would allow their employees to act like that ? i will NEVER spend another dollar at macy's again. absolutely the worst retail experience i've had. I refuse to be treated like an animal behind class. read more

We bought a couch from these guys three years ago and purchase (for almost $500) a "worry no more protection plan" What a freaking rip off! The switch controlling the recliner failed about a month ago. I went through the online process and 2-days latter receive "a your claim is denied, not covered "message. While their terms specifically say structural components they have decided the parts that move the recliner in and out are not part of the ...standard extended warrantee rip-off take your money and look for a way to deny all claims...steer clear. read more

I am very dissapointed. I came to this Macy's to purchase one dress shirt. In line, I noticed customer service was extremely slow not very kind to customers. Already irritated when I get to the front of the line, I was offered a "rewards program" in order to get an extra 25% off of the shirt I was purchasing. The words rewards program sounds like a very simple membership. I was actually signing up for a credit card which took hours of customer service to resolve. The crazy thing is I couldn't talk to the cashier after I noticed because she had gone to lunch, which seems very strange to me. I am 18 years old, about to start college and Macy's of Towson is focused on tricking me into a credit account. read more

called into the number 410-337-3600. it rang like...40 times, NOBODY picked up. called the Whiter marsh store, put on hold for over 3 minutes. sales person just said "hold on". read more

I was less than impressed with this Macy's, specifically, the shoe selection. The customer service on the other hand, was really good. All the associates were very personable. I wouldn't go out of my way to make another trip here. read more

i recently went in the store and i could not find anybody to help me. this is extremely sad! i will never shop here again!

Different departments, different stories. Watch out for make-up artists who give you the wrong shade for your complexion, lips, cheeks, whatever....Bedding department was very helpful. Nice selection of clothing. Store seems so small compared to Nordstroms. read more

I was in the children's department and there was this odor. I asked the cashier what was that odor? She stated that the odor was marijuana. She stated that all the time people smoke outside of the door and that sometimes she will call the maintenance people to spray a powder air freshener. Unbelievable, being asthmatic this unacceptable. Do not call maintenance call the police. If the police is called and they start arresting people, the smoking of marijuana will stop. Please protect your shoppers and call the police. read more

Dumb and unhelpful store clerks. Crappy Macy's return policy.

Tracey in women's shoes is HILARIOUS...and very helpful. Ava (women's shoes as well) was very nice. Ladies in the intimates dept, nice also... read more

Kristy my personal shopper is the best. If exceptional service, great knowledge and friendly is what your looking for go see Kristy at the Towson Town Center. Outstanding service with one of the sweetest people you would ever want to work with. Met her when I was doing my Bridal Registry. What an incredible experience! She truly has just been a wonderful to person to work with. You will feel when working with her as if your with your best friend and she's giving you all the right advice. She will take care of all your needs and the service is free. Not always been a fan of Macy's all the time. But Kristy truly has brought me back to the store for all my shopping needs. Never disappointed and the kind of service every wants but sadly everyone doesn't get. You will with her. She's usually located on the third floor where bridal registry is. Seek her out you won't be sorry. Thanks Macy's for hiring such an amazing person. It's been two years since my wedding and I still go to her for all my shopping needs. read more

Was passing through Macy's and saw a couple of shirts on sale. When I took them to the counter the lady told me that I was incorrect, they weren't on sale. I then had to take her to show her where the sign was that said they were on sale. She then called her manager over to authorize the sale price and he wanted me to show him where it said they were on sale. I then had to show him the sign before he would authorize it. Why am I leading them all over the store, they know where the racks are for the clothes and if not they should learn. read more

I purchased a mattress and sofa and Saeyd was the best!! Order/delivery was easy, and he helped me exchange my mattress with no problems at all. Go see him if you're looking to purchase furniture! Macy's had reasonable prices, good quality items, and great customer service. We are very happy with our new purchases. read more

Worst customer service ever felt with in the jewelry department it took this lady lee 30 min to adjust my watch at the same time helping 3 other customers and answering phone calls and there is no one arround to help her or help the customers that need help worst service I have ever felt with and to top it off the manager didn't seem like she cared 1 bit never going there again read more