Macy’s Reviews & Complaints

Macy’s is a U.S. department store and online retailer selling clothing, beauty products, home goods, jewelry, furniture and more. Macy’s, Inc. also owns Bloomingdale’s and Bluemercury; purchases from those brands have their own support and return routes. This page is for reviewing a Macy’s store, Macys.com order or Macy’s Marketplace purchase. You can rate your experience from −5 through +5, including 0 for a mixed or neutral experience.

Say whether you bought in a store, on Macys.com, through a Marketplace seller or through a delivery partner. Include the product category, purchase and delivery dates, promised and actual delivery or pickup dates, condition on arrival, contact channel, and the resolution you sought. Leave out order numbers, addresses, payment details and other private information.

For a Macys.com order, first check its status in your account or order details. Macy’s Customer Care handles online orders and general questions at 1-800-289-6229; its published hours are 8 a.m.–10 p.m. Eastern time daily. For a Marketplace item, the order details may provide a Contact the Seller route. Note the seller shown on the product or order page: a third-party sale can have a different return path from merchandise sold by Macy’s.

Delivery dates, shipping charges and available services depend on the item, seller and address. If an order is missing, damaged or marked delivered but not received, Macy’s asks customers to report the issue within 30 days of delivery. Use the order page or Customer Care for Macy’s orders; use Contact the Seller for a third-party Marketplace order. Keep photos of damage, packaging and tracking information where available.

Macy’s says most eligible merchandise can be returned within 30 days of purchase or delivery. A store purchase goes back to a store; many Macys.com purchases can go to a Macy’s store or be mailed back. A store return is free. Star Rewards members get free return shipping, while Macy’s says a $9.99 fee plus tax is deducted for mailed returns by nonmembers. Items generally need to be in original condition with tags and packaging as applicable. Check the item’s own return terms before shipping it.

Exceptions matter: Last Act final-sale items, gift cards, food and some personalized or altered items are among the exclusions. Jewelry, watches, designer goods, furniture and mattresses can carry their own conditions or inspection periods. A Macy’s Backstage purchase generally has to be returned to a Backstage location. Marketplace items often require a return initiated from Purchase History and sent directly to the seller; some seller categories, including furniture and mattresses, cannot be returned in a Macy’s store. An item sold through another website or delivery partner may have a distinct process.

Scheduled-delivery furniture and mattresses have important exceptions to the general return window. Macy’s asks customers to report a preference issue or damage involving scheduled-delivery furniture within three days; some preference returns have a 15% restocking charge and nonrefundable delivery fee. Vendor-shipped furniture generally has a 30-day return period, a potential 15% return fee, and no in-store return. Eligible mattresses may have a one-time return or reselection period of up to 120 days with pickup and possible preference fees. Read the terms for the exact order and contact Furniture & Mattress Customer Care promptly.

For a return with proof of purchase, Macy’s ordinarily refunds the original payment method, subject to the purchase type and return terms. A gift return or a return without proof can result in store credit; Macy’s may look up a transaction using a payment card, order information, email, packing slip or registry information. Without proof, credit can be based on the lowest selling price within the prior 180 days. Macy’s says mailed returns may take up to 10 business days to process after arrival, with additional time for a refund to appear on a card. The return shipping fee, if applicable, is deducted from the refund.

Eligible orders can be picked up in store, and curbside pickup is available at selected locations. Wait for the Ready for Pickup email and bring its barcode and a valid ID; an alternate pickup person should be designated during checkout. Macy’s generally holds a pickup order for seven days, then cancels and refunds it. Online home-delivery or ship-to-store orders can generally be canceled within 30 minutes of placement; pickup and same-day delivery orders have a 15-minute cancellation window. Once processing starts, an order generally cannot be edited.

Star Rewards offers a free Bronze tier; Macy’s credit-card customers can qualify for other tiers and benefits. Returns may reverse earned points or Star Money, and Star Money has an expiration date. Macy’s offers eligible price adjustments when its own advertised price falls within 10 days of purchase; item type, seller, promotion and channel restrictions apply. Keep the original receipt and promotional terms when describing a disputed coupon, reward or price adjustment.

Credit-account questions have a separate customer-care number below. Gift-card purchases and gift-card-funded returns may be subject to store-credit and final-sale rules. A product warranty or optional Macy’s Protection Plan is separate from the store return policy; state which coverage and claim process you used when reviewing a repair or replacement dispute.

For other shopping experiences, see Kohl’s reviews, Target reviews, Walmart reviews, Ross Dress for Less reviews and Best Buy reviews. Browse the Retail Stores & Shopping category for more. These companies are separate retailers.

Official sources checked September 28, 2026: return policy, contact information, Marketplace returns, order cancellation, Macy’s, Inc. corporate contact. Policies can change; check Macy’s current terms for your specific purchase.

Most eligible items have a 30-day window from purchase or delivery, but the exact window and exclusions vary by item, seller and purchase channel. Furniture, mattresses, jewelry and designer goods may have different conditions.

Many items sold by Macy’s online can be returned in a Macy’s store. Third-party Marketplace items and some furniture or other specialty items may have to go directly to the seller or be returned by mail. Check Purchase History and the product’s return terms.

Macy’s may be able to find the purchase using other order or payment information. If it cannot, an eligible return may receive store credit based on the lowest selling price in the previous 180 days rather than an original-payment refund.

Macy’s says Star Rewards members get free return shipping. For nonmembers, it generally deducts $9.99 plus tax from the refund for a mailed return. Item and seller restrictions may change the return route.

Check the order and tracking details, then report the problem within 30 days of delivery. Contact Macy’s Customer Care for Macy’s merchandise or the seller through Order Details for a Marketplace purchase.

Macy’s generally allows cancellation for 30 minutes after a home-delivery or ship-to-store order and 15 minutes for pickup or same-day delivery. Once the order enters processing, edits generally are not available.