Thank You, Macys!

Macy’s just gave me the most wonderful customer service today! Let me take you back to how it all started….

image courtesy of macys.com
image courtesy of macys.com

Last week, I ordered the Martha Stewart Collection Allergywise 2 Pack Euro Pillows on the Macy’s website, to be picked up at a local Macy’s store. The order was processed but a day later it was cancelled because the location no longer carried the item. I used a gift card to make the purchase, and the card was restored to its original amount.

I proceeded to re-order the item, this time to be picked up from another local Macy’s store. The order was once again processed but this time I received an email stating my order was ready for pick up and would be held till a certain date. I went to the store the very next day to pick up the item. Unfortunately, upon arrival I was told that the order had been cancelled. I was confused since I never received a cancellation email. There was nothing the representative could do and I didn’t have my gift card on me to verify if the amount had been refunded. Disappointed, I went home.

I tried to place the order a third time intending to just have it shipped, at which point I discovered that the refund had not been credited to my gift card. Perplexed at having neither the item nor the money, I contacted Macy’s on Twitter. Very quick with their response, they advised me to send an email to socialmedia.assist@macys.com. I sent the email immediately and received a response within hours stating that a refund would be issued in the form of a gift card and mailed to my home address. Glad for the quick response but not happy about the wait for a refund, I let it be.

Luckily, they had shipped it via UPS and it arrived yesterday. I went online to place the order for what would’ve been the 4th time. However, in order to avoid the $9 shipping fee, I browsed the site for something else to add to meet the $50 minimum purchase for free shipping. Alas, it was no use. There was nothing I absolutely needed!

Today, I went to Macy’s Woodbridge, New Jersey location to buy the pillow (which the website indicated was in stock). Unfortunately, yet again, the website turned out to be inaccurate. I decided to ask the sales manager, Kasia, if I could just order it with them (I knew they would waive the shipping fee). She said yes and asked a sales associate, Maryam, to place the order for me.

As Maryam was placing the order, I asked her to check on the price for me (I wanted to ensure it was still $29.99). She informed me that it was actually $60! My jaw dropped. How was that possible? I had checked the website around 2am and the price had been sitting pretty at $29.99 for two weeks! Realizing there was nothing she could do about it; I thanked her for her help and decided I would just wait until it came on sale again. Kasia offered to give me a call when the item went on sale, but I politely declined. I didn’t really need them to do that. I knew I could just track it online on my own. And this is when the entire experienced took a turn…for the better!

As I was leaving, Kasia told Maryam to place the order and to honor the $29.99 price. I was pleasantly surprised and very grateful! I thanked her for her kindness. She not only waived the $9 shipping fee but also applied a $10 off $30 coupon (something I didn’t expect since technically my item was .01 short of the $30). In fact, I had a 20% off coupon which would’ve saved me $6 and I would’ve been just fine with that. But at the end, I ended up paying $19.99 for an item that was originally $60!

I was so pleased with the excellent customer service – especially because I didn’t make a big deal, create a scene nor did I request anything be done about my overall experience in purchasing this product. So, I was really touched when they went out of their way to make this a positive experience for me.

Before leaving, I asked for their names so that I could write a nice review on Macys.com but then I thought I would do one more and write a blog post! Thank you Macy’s for hiring employees like Kasia and Maryam who go out of their way to ensure the customer has a positive experience. THAT is what I call great customer service! Can’t wait for my pillows to arrive! 

Thank you again! 

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s