Is this going on at your stores? Since becoming a top fifty store our store manager is so concerned about Customer Experience Scores that policy and procedures are now just "guidelines". 1) Return policy has been 30 days since March 2023.Everyone must be aware of this by now. NOT AT OUR STORE. You have that party dress that is obviously worn, tags removed.WE TAKE IT BACK. Your on your third air fryer..Use it ..can't find one you like.WE TAKE IT BACK. You have baby clothes grandma sent you six months ago..you washed them, no tags.WE TAKE IT BACK. Favorite one this month. You have a designer hat you purchased in 2011..you have a receipt.WE TAKE IT BACK. 2) Backstage. We don't have one in our store. There is one just down the road. STILL WE TAKE IT BACK! Why bother having it state on your sales receipt and posted in store. We just damaged it out . Purchased that Live Plant on line..where it clearly says not returnable. WE TAKE IT BACK. .and just throw it out. We slap a non congruent tag on everything that is returned that we don't have in the store; including third party and market place. On top of that we sell it at whatever price comes up on the terminal plus the 50%. 3) Last Act. Posted Final Sale Your receipt says Final Sale . WE TAKE IT BACK. We are even encouraged to tell the customer they have 24 hours to return it. We will still take it back weeks later. 4) we are told to have a manager to an override for anything that wants to issue an RTI. If this is going on at other stores maybe the CEO might like to know this and address the issues.
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I return everything its not worth the trouble of calling a manager or upsetting the vile ,horrible customers that come into my store
Not necessarily related to returns or coupons, but our store manager tells us to price match not just our own website and other locations (since markdowns are localized), but other stores? And I don’t mean obvious direct competitors like Nordstrom or even Kohl’s, she’s telling us to tell the colleagues that they should honor price matches from stuff like Walmart dot com??? I’ve been working for Macy’s for a decade now in different roles at different stores and I always heard this was a hard “no” until now. Marketplace is bad enough, but now we’re following the pricing cadence of OTHER gray market retailers?
That is such a stupid reply ",(resign"
NO !MACY HAS A POLICY STICK TO IT.
then sales will go up happier employees all around..employees won't have use valuable time marking mdse out of stock stores will have less go,-backs .. customers will be more watchful of what they purchase so it won't be returned 3-6months later missed mdS regular price to last-act. LOST REVRNUE FOR MACYS
@OP
Yes. Exactly what's going on in our store.
No integrity. We hate it
The thing about returns and price adjustments for these customers who come in the store acting like the world revolves around them is that the transactions rarely convert into sales. The returns are especially bad because now you have to worry about them creating new workload (go backs, markdowns, penny, shipping out marketplace, etc.).
A coworker was telling me they felt some of these customers who go above and beyond to exploit the “flexibility” of the policies were no better than the thieves, and I can’t say I disagree, LMAO.
I always laugh when I hear on my theatro that a customer (Karen) wants to talk to a Mgr. Return guaranteed!!!
All macy's are the same w/re turns (sad) customers say "my children didn't wear it. I bought it with mustard on it . The shoes I bought last year wore them but they are uncomfortable No wonder why macy's is going out of business ---closing stores they are so worried about reputation Macy's needs to stop surveys (so many companies don't use anymore if customers had a bad day at work-- w/kids etc they give bad survey... Off price stores (ross -tjmaxx--marshalls &more do not have surveys.. they are not closing stores THEY ARE OPENING 20-30 STORES A YEAR --'MACYs should hire some off-price upper mgnt to get the secrets in all divisions ..our employees deserve better .not too look stupid when you let the customer know the return policy with a 6 month old return and you get overruled cudtomer gives you a smirky smile Our macy CEO needs to work in a store for a month-week just to see what is going on in a store
ITS A JOKE!!
Happening everywhere but if not happy resign lol dont whin
Another F50, AYS, same thing. "Take care of the customer!"
Macys has policies that they don’t follow. That’s why customers know they can return that $2000 ring that’s been sized. The customer takes full advantage, knowing Macys is so wishy-washy, they’ll take anything back. The customer has lost respect for our company.
And yes…that CX score is so important Store Managers will sell their soul for the 10. I honestly believe store managers don’t want to be bothered when the customer challenges us…they say “just take care of the customer” .
I’ve quit trying to protect volume and just give the customer what they want.
I visited my old store a while ago and I was chatting with the store manager and apparently the company is driving it home about these customer experience scores so this (while d-mb) makes sense as to why the OP is venting.
They even asked me that if I bought something and I get a survey to fill it out and give them a good score.
So it must be something really serious.
Happening in my store in Nj. We are known as the “return store”
Cause macy's is a dumpster fire
We are not a f50 store, but our STM tells us to do the same thing.