Macy’s

Terrible customer service. I came to this Macy’s to return an online order (2 maternity dresses and a pair of shoes). First, I stood in line for 15 mins at one of the «Service Centers» in the women’s clothing department. When I got to the front, the cashier told me I have to go to the ‘Dresses’ department to return dresses and then the ‘Shoes’ department to return the shoes. I had to wait 20 minutes in line to return my shoes and another 15 mins to return my dresses. The cashier gave me a hard time to return one of the dresses, saying that I had to return it at Motherhood Maternity even though I bought it online from Macy’s. When I showed frustration, she went ahead and accepted the return. She was clearly annoyed. I will AVOID MAKING RETURNS AT THIS MACY’S from now on!

First and foremost I wanna say that the condition of the store has improved since December but I think that was mainly due to the holidays and the madness that may have ensued during that time. I am a regular at the Macy’s in lake forest I have brought up my kids in this mall and I do my shopping there because Macy’s has really good deals and the people there are mostly friendly.
As a returning customer I see many come and go but I have to say that the newest associate is an absolute delight! Her name is Melanie and there is something so natural about her charisma that made me want to go straight to the manager and inform them about her amazing customer service! I see her in various departments now but she is was in the petite department when I met her she is so helpful in various ways and seems authentically caring to not only her customers but her coworkers as well! She jokes around with them and livens up the atmosphere! Five stars for her and the petite woman however the store still has some flaws.
The store is greatly understaffed I don’t know what the issue is but like I said I see most come and go and I hope they keep her for long.

ROXANA MEJIA is the BEST!!!
She deserves 5 STARS! The only reason why I put 3 stars. is because I’ve come here 3 times in January. (To the FashionFair/​DermaBlend counter).
The first time I came. NOBODY HELPED ME. I was just standing there.
The 2^nd time I went there was a lady there helping someone (I won’t mention her name). But I was waiting 30 minutes because she was helping another lady. When she finished. she darted off to help someone else who came to the counter after me.
She then started doing the lady’s makeup. So I said to her «Hello M_​_​_​_​_​, I know you saw me waiting there to get help and you ignored me and are now helping this lady. I don’t appreciate that and I will be complaining.» All she said was «Sorry, sorry!» No explanation or nothing.
I ended up not complaining after all just because.
So, I had to ask someone else from other counters for help. But they were not familiar with this makeup, so I left.
I came back a few days later, and there was a lady who was with other customers but she acknowledged me immediately. She said «Hello, I’ll be right with you.»
I REALLY appreciated this. She finished with the other customers and was SO helpful and patient. She even picked out this AMAZING foundation shade for me. that I LOVE SO MUCH. I wouldn’t have tried it without her suggestion. I found out that her name is ROXANA MEJIA. She works for Shiseido. Not FashionFair/​Dermablend. But she saw that no one was in this department and came over to help.
ROXANA YOU ARE GREAT. THANK YOU SO MUCH. BECAUSE OF YOU I WILL COME BACK TO BUY MORE THINGS. Maybe I will start getting Shiseido products.
Also FashionFair has a beautiful makeup display, but when you go to buy some of the items, they barely had any left. you can’t even order it online. what’s up with that?
BUT ROXANA YOU WERE GREAT. THANK YOU!!!

I like Macy’s in general. I buy all sorts of things there because they have great selections and good prices/​sales fairly often. This Macy’s in Lakeforest Mall, however, does not usually have items that other Macy’s have and it forces me to go to a further mall. The products are also messed up in order and a lot of things are not organized.
The customer service and the registers take forever to take care of one customer. They usually have a person by the cash register in many parts of the first and second floor but the lines are always built up because they take so long processing the transactions. I get so frustrated and end up changing to a different cash register and it’s still the same.

Worst service! And way understaff. This place is so unorganized. Especially the women’s and petite department. They should hire more qualified employees who want to be there.

I was at Macy’s last week. Mohammad at the woman shoes department was extremely nice. He went extra mile to find my size. Not all of the reps at this department are like him. He provides excellent service.

2 stars because «Meh, I’ve experienced better.»
The only assertive sales associate in the place seems to be at the back entrance near the sun glasses. But I don’t think she works for Macys, but for the sunglasses she’s selling.
Unless you’re buying cosmetics or perfume or jewelry, this store is empty of sales people. So I selected 2 items to purchase — 1 from men’s (upper floor); other from women’s (lower floor). I was on the lower floor to check out and there was no price tag on the men’s down coat. The associate (with my help using her computer search) found the coat but the sales price wasn’t showing.
I went upstairs to the men’s department and waited behind some woman for 20 minutes. I had brought over an identical coat (different size) with price tags. Alas, the sales price did not show. So I offered to take her to the wall and show it to her. She wouldn’t leave the cash register, but I am creative, so I took a photo. When I returned she was beginning a complex return. I asked if she could finish serving me, but she didn’t remember seeing me 120 seconds before that and refused.
So 20 mins go by and she admits the photo as evidence and gives me the discount. She did refrain pointing out the survey opportunity as I believe she knew it would not be outstanding.
Another time in cosmetics, an associate told me if I joined a club or something that x-​% of my sales would go to charity and that I’d received a discount. She didn’t tell me the fine print — it would cost me $ 25 to join this club. I didn’t realize it until I got my bill.
But they don’t seem too different here than most of the department stores these days.
The lack of sales associates has its good side — you can browse forever without any kind of push to buy anything.
The sales at Macy’s seem to be decent and frequent.

The Macy’s Lakeforest mall has been on a downward slide for years. I can’t decide if it’s a store issue, the decline of the mall overall or a combination of both. The store is filthy. The dressing rooms are abysmal… dirty and what is that smell!!! I like to shop before the masses hit, so I usually go early. Forget about finding an employee to assist you. A week ago I was in the shoe department making an effort to have someone help me with a pair of boots. I failed at that. I ended up ordering the boots online for pick up in the store. My thought process was «I’ve picked them out and paid for them. All I have to do is walk into the store and pick them up.» That ended up being an hour ordeal. For some reason, online orders are picked up in the towel section. There was a line when I arrived and no employee at the mall. The person in front of me informed me that she had been waiting 15 minutes. Shortly after that, an employee showed up and began helping the first couple in line. To his credit, he seemed pretty polite. The couple were arguing with him about an additional discount. At this point, a gentleman walked over (possibly a manager) and asked who was buying something. The lady in front of me informed him that we were all waiting to pick up online orders. He looked confused. I overlooked the part of the online process where you have to bring a picture ID. Your Macy’s card and confirmation email are not sufficient. The gentleman rudely told me that I would need my ID. I thought about ditching the boots at this point. I was gone maybe 2 minutes. I came back to a closed register. Again, I had to search the store to find someone to take my money. I was standing in front of the register holding my Macy’s card and ID when an employee walked behind the counter. She did something to the register than walked off. A woman from the housewares department noticed me and walked down to asked if I had been helped. She made a phone call and told me someone would be there to help shortly. She was nice and apologized for the delay. Just then the employee who had walked behind the counter came from out of no where and the other employee asked if she could help me. She looked at me and said «Oh, I thought you were just standing there.» ??? It’s true. I often use my time off to go loiter in stores. The rude employee came from across the store and joined her behind the counter. All told, it took me about 1 hour and 45 minutes to buy one pair of boots from Macy’s. I won’t be using the online service again. I find that I shop less and less at Macy’s. This is the most convenient location for me and it’s horrible. I shop at a Macy’s in Westlake, OH and it is amazing. What a difference! In fact, Heidi from the Clinique counter is wonderful and takes care of my needs long distance. Macy’s at Lakeforest needs a complete overhaul.

Great employees at the bag register! The old lady from my previous review still there and a Indian lady — she went far and beyond to locate a wallet I want. I appreciate her help and hope people can treat the nicely.
I updated my review to 4 stars because her assistance

Probably the worst customer service I’ve received at a department store. I went to exchange an origins product and no one was at the counter, made me wait 20 min then when finally someone came, she was very condescending and rude. I walked out thinking I’ll never come back and will be more than willing to drive 20 additional min to Macy’s in Rockville. Don’t go there to promote their business, they should know bad customer service results in failed business.

They were out of men’s dress shirts in a common color (black). Men’s clothing area was a disaster. Apparently they had some holiday sale and nobody thought it was necessary to stock enough or put the store back together hours later.

This is my least favorite Macy’s in the area. The cashiers are usually very slow. I opened my Macy’s account at the Coach counter in this Macy’s. The cashier did not offer me the additional 20% for Macy’s card holders. At a different time, with a different cashier, she only offered the 20% discount after I told her I would come back to get the purse with my coupon at home. Each time, the cashier was very slow. The cashiers at Montgomery Mall or Tysons Galleria always offer the additional discounts when available.
This happened the other day. Because of it, I probably won’t go to this Macy’s for awhile. I left Macy’s and got into my car. My car door was still open. A young man came to my car and held onto my car door and said he something. I only heard the word «Macy’s». I thought he was trying to sell me something, so I told him I was not interested and wanted to close my car door.
He continued to hold onto my car door. He said he needed to discuss the two dresses I have in my bag. I told him I did not buy any dresses. I finally realized that he was from Macy’s Security. He did not wear an uniform. He might have identified himself as from Macy’s Security, but I did not hear him. I was alarmed with a man approaching my car, holding onto my car door in a parking lot. There was no one walking around in the parking lot at the time. I was so shocked when I first realized what happened, I forgot to ask to see his ID.
I know they were just doing their job. I hope the next time they approach someone, they would at least show some identification.

The Macy’s at Lakeforest gives the distinct impression that it thinks its patrons are thieves. Just about every item in the store is chained down to the rack, with an alarm on it. Macy’s is a little more expensive than I like to shop (Penney’s is more my price range), but if a store has to chain down practically every item in the place, then it has no business being in operation in that location. Those sorts of visible anti-​theft measures, where you have to get an employee’s help to do *anything*, is a major customer turnoff. I am not a shoplifter, never have been, and never will be. I’m not going to shop in a place where I’m assumed to be a shoplifter based on the appearance of the merchandise.

Customer service not good like it used to be. I went there last week and saw a Michael Kors bag. I didn’t see any sale associate around to ask to see it (the bag was locked), so I went to look for one. I saw her and asked her if she can let me see a Michael Kors bag, she said she will be right there. I stood there for a good 10 mins. Finally I saw her but she was helping 2 women at the Coach counter??? I left and bought 1 at Lord & Taylor

Why do people try to talk to me when it’s clear that I know exactly what I want and how I want it?
It was my husband’s birthday and I knew that I wanted to get him a watch. Not just any watch, but one of those solar rechargable Eco-​watches, since his #1 complaint about watches is that everytime he starts getting used to wearing one, the battery dies and it’s a big ol’ drama to get it replaced.
I had gone to the Kay’s at the Rio to no avail (
), so I headed to Macy’s where I knew also carried the watches that I was looking for.
I found the counter I wanted, and saw the watch I wanted. As the saleslady was helping me, she continued to chat to me about the other watches that were available and blah blah blah. Ok, I get it, she was just trying to help me, but seriously, I came marching in here, made a bee-​line for the counter, and pointed at one specific watch. What made her think that I was just «browsing»? I let her prattle on, as long as she was ringing me up. Even if she did take forever trying to figure out how to get the watch back into the box. Oye. Even as I was signing the receipt, she was going on and on about some other watches they just got in and would I care to see them? Really? Didn’t I just buy a watch? From her? Like… how many watches does she think my husband needs?!?
However, she did help me, and even extended a 20% discount (sweet), and was muuuuch better then the folks over at Kay’s.
So yay!

Not as clean as the lord and Taylor. Sales associates are nice. Not pushy. Wished they had more perfume options.