This is in response to “Macy’s learning it’s what’s in a name” (Page 1, Jan. 3). I am writing to add my 2 cents to the ongoing debate about what’s wrong with Macy’s. The problem isn’t just the removal of the beloved Field’s name. It’s the removal of the “give the lady what she wants” mentality that was pioneered by Field’s. Apparently a lady can’t get a decent bag or box not to mention decent customer service in Macy’s.
I have several examples of spectacularly bad customer service to share:
After our annual Christmas trip to the Walnut Room, we stopped at the service desk for parking validation. On the way, our bags ripped as the horrible new Macy’s bags are wont to do (don’t even get me started on the bags!). We asked for a shopping bag. Despite the fact that we had just spent close to $500 in the store, we were told we’d have to buy one!
The worker then proceeded to get mad at us because we “wouldn’t let her explain.”
What’s to explain? All we needed to hear was “no.”
Right then we decided that our annual tradition just wouldn’t translate at Macy’s and we decided next year we’d start a new tradition someplace else.
Also, clearance shoppers are denied boxes. I’ve bought hundreds of dollars of clearance items in the crystal-china department and I am always denied boxes. Apparently wrapping an expensive, breakable item in tissue and then placing it in a shopping bag is the Macy’s way. A few times, I’ve been directed to the gift-wrap department for a box. What kind of high-end china department doesn’t keep boxes stocked at the registers? And why does the customer have to get her own box?
These are just a few examples of what I’ve found at Macy’s. And you can bet I’ve shared all my horror stories with all my friends. Perhaps the leaders of Macy’s should go back to Retailing 101 and learn to get the basics right. Maybe then they’ll find a warmer embrace in Chicago.
