Macy’s Customer Service – A (Positive) Update

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Last week, I posted about a problematic run-in with Macy’s credit customer service. I had a huge amount of responses to this post, nearly all of them in support of my complaints. A few people mentioned that they had the same experience, and many people said they no longer used any credit cards at all.

I’m very happy to report that Macy’s responded to my complaint promptly, and their apology for my poor treatment by the credit department was very much appreciated.

After posting my complaint on Monday, there were many retweets on Twitter of the post. The next morning, I received a call from Carrie Wade, the Executive Liaison for Macy’s. She was apologetic and concerned about my complaints, and explained to me the policy that Macy’s follows in their credit department, which is to treat every single customer exactly the same way, for legal reasons. Though I understand this is necessary, I expressed to her my dissatisfaction with this policy, which she said she would relay to the executive in charge of credit for the Macy’s corporation via a written report. I appreciate very much the time Ms. Wade took to call me, listen to my concerns, and follow up with a hand-written note, though I still would like to see a change to the company’s policy.

The note from Carrie Wade, Macy’s Executive Liaison

The gift card I received along with the letter

In addition to the letter and gift card, Ms. Wade had my late fee of $25 waived.

I am satisfied with Macy’s response to my complaint.

The lesson here? Speak up when you are unhappy with the way a company has treated you. And, even more important, use social media to share your opinions. Macy’s responded to my tweets even before they had received my complaint letter. There is real power in one person’s voice, and this experience taught me that sometimes companies do listen to their customers.

GIVEAWAY DAY
Today’s giveaway is this personalized necklace from Personally Forever. This prize consists of up to three 5/8″ sterling silver disc pendants, each hand stamped with an
initial of your choice; hand hammered edges; fancy uppercase font; 18″ sterling box chain; gift box. The retail value of this necklace is $46.

Also, for all of my readers, a discount of 15% is offered. Enter ETSYPF15off when shopping on Personally Forever‘s site.