Macy's, Horton Plaza, San Diego, CA - upset with customer service

# 13 for May 22, 2002

Complaints.com received the following consumer message on May 21, 2002:

From: Camille Archer [Email User]

RE: Macy's, Horton Plaza, San Diego, CA - upset with customer service

The Chairman of Macy's Re: Macy's in Horton Plaza, San Diego I am totally disillussioned and disgusted with the customer service in this store and will be very reluctant to ever shop in any one of them again. I puchased a dress in this store at 12:33p on 05/17/02 which I intended to wear to my daughter's wedding on the same afternoon at the Westgate Hotel down the road from this store. In my apparent haste I left the packaged dress on the counter or near the counter in the Lingerie section after I had paid for it earlier. I had not left the store premises at any time and in fact made other purchases in the store. By the time I realized my dress was not in my hand and returned to that location, my dress was gone. I appealed to the store clerk who admitted seeing the dress in her area and she summoned a manager. In the meantime we called security to see if they could run the tape from the security camera which should have been rolling.

The manager finally appeared and simply said there was nothing that could be done and that the camera was (conveniently) not turned on in that section of the store so they could not see who removed the garment. She did say that if I was to purchase another dress she would authorise a 15% discount. I was too distraught to tell her where to go with her offer. I in fact returned other purchases that I bought to compliment my dress. I felt the whole handling of this matter was heartless considering the pridicament I was in (it was now 2:00p and the wedding was at 4:00p) and that the manager was really not too concerned with the issue. In fact she found time to preen herself and engage in conversation with a co-worker who passed by and complimented her on the color of her bright pink blouse. I later spoke of this at my daughter's wedding - yes, negative word-of- mouth can be damaging, and one of the ladies in the group explained that she works at Nordstrom and a situation like that where it was verified that I made the purchase would result in my dress being immediately replaced. That was my expectation. But I guess Macy's is not Nordstrom. I later found my receipt which I had originally thought was in the dress bag. I have since returned home to Jamaica with a very different opinion of what customer service in the great USA really means: Self indulgent, money grabbing, every man for himself , and shop at your own risk. I thought I would however express my disappointment. I will list the information on the receipt and expect a response on this matter from you. TERMINAL 113 CUSTOMER COPY PURCHASE S077 ASSC 78895 TR7 492 MOD SOC DRESS QTY1 677448008228 TOTAL AMOUNT $133.61 (incl CA 7.75% Tax) I paid by MasterCard. I AM G. Camille McIntosh

Comment On This

Well you sure are smart to judge all of the customer service at every store in the entire united states by one experience you had at one store... stay in Jamaica please.