My Macy's Order Went Through - Anyone Else?

[AK]

Mine shipped two days ago and should be arriving in a few days. I checked on their web site just now.

AK

[playdoh]

Got a cancellation....
---

We had an unfortunate incident that began over the weekend with
several promotion-oriented sites unrelated to Macys.com, that
allowed customers to post information regarding coupon or
discount offers. Those websites, without authorization from
Macys.com, erroneously publicized several discount codes that
were intended strictly for Club Macy's members who used their
Macy's credit cards to make a purchase. When you placed your
order, you did not use a Macy's card. Because you were not
one of the intended recipients of the discount offer and did not
use your Macy's charge card, we are unable to process your
order with the discount and therefore have canceled your order.
Please note that your account has not been charged, or any money
due you will be refunded.

We are sorry for this inconvenience. The websites that
publicized the promotional discounts were not authorized to do
so and did not provide full and accurate information regarding
the nature of our offer. If you would like to replace your
order, without the promotional discount, please call
1-800-BUY-MACY, and we will be happy to assist you.


Sincerely,


Macys.com Customer Service
http://www.Macys.com
[email protected]
1-800-289-6229
Our office hours are Monday thru Saturday 9AM-9PM
and Sunday 11AM-7PM EST.

[playdoh]

Got a quick reply to my email asking if they could reinstate my order if I used my Macys card instead.
Here's their reply..
---

Dear Valued Customer,

Thank you for your recent e-mail. We appreciate you taking the time to
contact us.

If you use your Macy's card we will be able to honor one (1) of the
promotional codes. You may choose the one (1) that you wish to use. If
this is what you want to do, please let us know and we will replace your
order for you.

Please do not send your credit card information by e-mail, this is not a
secure method. Please call us at the below listed telephone number and a
Customer Service Representative will be happy to assist you with this
matter.

We apologize for any inconvenience you may have experienced. If you
have any further questions or concerns, please e-mail us at
[email protected] or call us at: 1-800-289-6229. Our office hours
are Monday through Saturday 9:00 AM to 9:00 PM and Sunday 11:00 AM to
7:00 PM Eastern Time.

Sincerely,

Sheila Mundy
Internet Customer Service

http://www.macys.com

[irwin]

I haven't gotten a cancellation thing yet.

[Ant6177]

Both orders went through for me! Ones been shipped and the other is in processing. I guess I lucked out.

[blueberry muffin]

I received all my orders today...no shipping notice, they just arrived. My CC has not been charged yet...hmmmm.

[squidlover]

I received cancellation notices for 2 of my orders, one was supposedly shipped yesterday though. Their web site says my orders are still pending, not cancelled.

[faither]

There was an article in today's NY Daily News regarding this incident. They attribute it to codes placed on http://www.fatwallet.com. Little to they know their friends at Apex contributed heavily to the buffoonery.

[Burzhui]

Guys, don't mean to gloat or anything, but..
I got my sneakers, i got my sneakers.... nah anyway,
My order went through, but my invoice stated the original price, however when i called up customer service, they said that : "No, all is good and well and your final price is 32 dollars, plus 16 cents tax" So i am happy and all,
But what the hell is up with that 16 cent tax? How does that work, can anybody explain this to me?

[Dar67]

I got e-mail yesterday saying 1 item was on it's way,then today I got the big reject letter!
Oh well.

[pangaroo]

Just curious... are you all fighting it?? Im calling their customer rep. I dont like the whole deal about if i had used my macy's card it would have been fine. Im pissed that they used that as an excuse. If they had just admitting to screwing up it would have been a little better. Knowing me though i would probably still have tried to get my stuff. Sorry if this sounds like im complaining, but just wanted to know what others are going to do. Congrats to those who got their stuff by the way.

[jimmynguyen41]

Mines went through, but i got one email of cancelation and one on the way and another in processing?

**********************************************************

Thank you for shopping at Macys.com.

This is to confirm that order# xxxxxxxx, shipment# 001,
was shipped on January 23, 2001.

It was shipped to the following address:
xxxxxxxxxxxx
xxxxxxxxxxxx
xxxxxxxxxxxx



The following items were shipped:
PRODUCT DESCRIPTION QTY
Calvin Klein Square-Buckle Bri 1
Fossil Front Pocket Wallet wit 1
Nautica Ear Band 1


Sincerely,


Macys.com Customer Service
http://www.Macys.com
[email protected]
1-800-289-6229
************************************************************

[RyanJL]

Funny how one order for me has been shipped and one got a cancellation. More interesting still is that the one that got shipped was some clearance stuff and the one that got cancelled was diamond jewelry. Same multiple coupon codes used and around the same time ordered. Only differences are the products and the amount of the discounts. Hell yes I'm going to fight on this one. Selective fullfillment of orders is downright illegal. Time to visit http:www.bbb.org and file the complaint. I hope everyone else will do likewise to let Macy's know that exclusivity is wrong and selective order processing is discrimination.

[mvh]

Based on RyanL comments I sent in this reply to my cancellation notice. I will let you know if the economic argument works. (Personnaly I doubt it)

"I am very shocked that you would selectively cancel some of the orders placed under this promotion, while filling others. I do feel that this a the type of response I would expect from an organization like Macy's. Positive customer experience generate a tremendous lifetime value for retail organizations like yours. Negative experiences, like the one you are creating, have an even greater impact. As you know, a dissatisfied customer will share his opinions much more than a satisfied one.
I hope that you re-think the total cost of your decision to selectively cancell orders that occurred as a result of your promotions and re-instate and deliver my order as originally placed"

[phredd]

Yet another article concerning this thread from News.com (via Yahoo!):
http://dailynews.yahoo.com/h/cn/20010125/tc/macys_com_says_no_to_unauthorized_coupon_codes_1.html

[Ant6177]

I just got my shipping confirmation email today. So if Macy's decided not to honor the orders why would they even bother to send me a shipping confirmation? Their whole way of dealing with this situation is messed up.

[helius]

In spite of all the news coverage that states otherwise... all my stuff went through. They probably processed the first orders or something. :hmm:

[WiseOne]

got my toaster today, retails for 100 got it for 21 shipped :)

[pangaroo]

did any of the people who got their stuff actually use a macys card??

[mvh]

Thank you for your recent e-mail. We appreciate you taking the time to
contact us.

Please accept our sincere apologies for the situation you have
described. I assure you this is not representative of the high level
of
customer service we strive to provide and we appreciate you bringing
this matter to our attention. We value the input of customers such as
you. It allows us the opportunity to look at our policies and
procedures and make changes that will continue to improve our quality
of
customer service.

If you have any further questions, please e-mail us at
[email protected] or call us at 1-800-289-6229. Our office hours
are Monday through Saturday 9:00 AM to 9:00 PM and Sunday 11:00 AM to
7:00 PM Eastern Time.

Sincerely,

Jola Harvel
Internet Customer Service

http://www.macys.com

[NiceMann]

LOL talking about a kiss off letter. Didn't tell you that they will do anything new. :D

~NiceMann

[RyanJL]

Just to follow up, yesterday I called Macy's and had an at length candid conversation about my (our) issues. And to my very surprise Macy's won me over by making things right. They saw my complaint as an opportunity and really wow'ed me. I hope that everyone with the same troubles will give them a call and at least give them the opportunity to do so. For me, the Macys.com site will remain a bookmarked site in my favorites after they did the right thing. Best wishes!

[AK]

Just a question to those of you that did order.

I saved the page that had my order confirmation on it. The total came out to $64.43 but the math was wrong and it was actually $64.03. Not that big of a deal, but then I check my credit card statement online and they charge me $68.76. Any ideas? The total on the page included all shipping and $0.54 (???) tax. Should I dispute this with my credit card company or with Macys.com?

Thanks,

AK

[blueberry muffin]

Let me make sure I am understanding you correctly...you want to dispute a $4.33 "overcharge"? You probably made out like a bandit. If it was me, I would just leave it alone.

[Realrammstein]

You know, I was pretty pissed off after getting a shipping date email and then getting a cancellation letter, the next day. But then I did the math and noticed that they had really been off with their calculations(like the price should have been close to $40 less than what was in the order). Now opening up todays' paper I see a huge sale(25-50% in the jacket department). + there is a coupon for 30%(for non-designer collection fashions). + I think I should just get the silly merchant card(for an additional 10%) off. We(or at least I) are all so internet-deal crazy, we sometimes forget the B+M department stores have year-round deals going.

[pieront]

My order status changed from "pending" to shipped today...maybe they aren't able to catch all the orders....

I wonder how they are able to determine what orders have the "coupons" and which ones don't?

[pangaroo]

RyanJL, do you remember the name of the personb you talked to, i've been on the phone for a long time, and they are just sicking to the idea that they are not responsible and that they will not honor the codes. Any help or ideas?

Thanks

[mvh]

Also, RyanL did you use Macy's card. I am not having luck geting to them to see the customer relations opportunity. The guy I spoke to did say they were honoring the ones with Macy's chage cards.
Next discussion is with a manager.

[pangaroo]

After an hour on the phone and talking with a customer rep., his supervisor, then her supervisor, they finally agreed to fulfilling my purchase. I did have to use my old Macy's card though. They just transfered the order to the other card.
If you dont have a Macys card im not sure what to do though. When I told them about my card being old, they jumped on that tried to convince me that it would have been O.K. if i made the purchase with the card. I just kept reminding them that what they were doing was selecting their customers and that the regular consumer is not valuable and macys cardholders are, since the will only honor those who made the purchase with a macys card. Hope this helps those who are still trying to fight for their order. Good Luck everyone else.

[Cliffman]

i also got the stuff that i ordered, but a few things were wierd because i didn't think i'd even get anything..first of all, the order status on their web page says that my order is still being processed, but i got everything today, second, i never got a shipping conformation email...also my cc has not been charged yet, and finally the invoice that came with the package stated the original price, and nowhere does it say how much you are charged...judging from previous posts hopefully this won't be a problem...but for those who haven't received an email yet, there's still hope.

[bUkNoCkA]

um... my order has been shipped...
AND i already got it charged on my credit card.
BUT... i haven't gotten it yet!!!
maybe it'll come sometime today... *fingers crossed*

[RyanJL]

Suggestions for those calling customer assistance. First is to be nice but also demanding. No need to swear or attack the rep, but do be to the point and make it clear that you feel you have been wronged.

Next, you will no doubt hear the canned response that the CS rep has had ample opportunity to work on concerning the coupons. Listen, but also challenge it. They will say that multiple coupons are not allowed, then ask them why it says "enter promotion code(s)" on the screen and has a seperate field for gift certificates. The point is to listen to what they are telling you and then refute the garbage of it with your experience of the ordering process.

Ask why your order has been singled out whereas you have friends (other Gotapex buddies of course) who received their orders using the exact same discount codes. And be clear that you are willing to file a complaint with the BBB, the FTC, and the State Attorney General's office if necessary as you feel this is discrimination.

If there answer is still no, remember, there is aways a level above. Ask for a manager and begin again. Manager says no? They too have a superior. Keep going. If you get tired of talking then pursue it with the consumer groups and make it clear to CS that indeed that is what you intend to do. And with whomever you talk to be sure to use their first name (write it down to remember it even). Make this a conversation between two people. They will call you Mister or Miss, you respond with John or Karen and you have taken the formality out of the conversation and brought it to a personal level.

And above all, they may give you the discount, they may give you some other options. If you are satisfied with the offer they provide then most certainly give a great amount of thanks to the person you are speaking with. Make them understand that you are very pleased with their offer and the service they have provided you. Let them know that you are pleased to be their customer. Even write a letter of thanks. Doing all of this will get you your just reward, give the company a chance to make things right, and praise to the CS person who made things right gives them the feeling that they can do the right thing and win over another customer.

Just remember, above all be polite but be candid. Make them aware of your anger and frustration over the situation, but be civil. Be someone they would like to value as their customer and they will ensure that you are.

[paulc]

I got an order ship confirmation yesterday (shipped on 1/23), so I'll probably get it soon. I didn't use a Macy's card.

[sunshine]

Order received.

Need to check card to be sure how much they charged.

[Nanoo Nanoo]

I recieved all my items today too. I didn't use a macy's card. Everything I had ordered was on clearnace though. The invoice included shows the correct amount for the charges. Hope this helps the people calling macy's

[bilingual]

Got my order today that was shipped on the 23rd. First I got confirmation, then a "sorry, canceled" letter, then a shipping notofication. What the @!@!(^#! Great business they are running. All the charges are correct, got mostly clearance items, though.

[pieront]

Everything I ordered has now arrived with the correct amount charged to my account...


Yipee!

Pieront

[ibzelda]

I received my Macy's order on Saturday. Got everything I ordered which was charged to my Macy's card. Am thrilled with it all and so cheap! Wish I had ordered more. My son placed an order also and charged to his Amex card. His order was delivered on Friday. Great Deals!

Zelda

[hunge]

My sweater is delivered Friday, but the receipt shows the full price for it. I didn't check with my DEBITCARD yet, since it doesn't have internet banking. Does everyone else shows the full price on the receipt or the discounted price? Thx.

[ibzelda]

My receipt that came with my package also showed the full price before the coupons. I printed out my confirmation which showed the correct price after all the discounts. I am holding onto it until I get my Macy's bill so if there is a discrepancy I will deal with it then. I am sure the discount will be taken. If not, they can have the merchandise back and I will not pay my bill.

Zelda

[broadwayblue]

make sure you get some stains on the sweater before you send it back though!

[mvh]

I just had a talk with Joe at Macy's.com. When I told him I have been communicating with others who had their order honored, without Macy charge cards he asked if I know of specific order numnbers.
Would anyone care to share their completed order numbers?
I have to speak to the 3 rd level of supervisors tomorrow. It seems they went home, leaving no one who can make the call available.

[pangaroo]

mvh

I dont know about the guy you will talk to, but by the time I got to the third level supervisor, they were more understanding. I just kept on argueing that if they cancelled all orders, I would understand a little more, but honoring only some, just because they used a macy's card, which by the way has nothign to do with the coupons, wasn't right. Basically they are selecting their customers. They feel that the other customers are not as valuable and dont deserve a reasonable agreement. I know this is long winded, but I hope it helps. As for giving you their code, I doubt anyone would give it out just in case Macy's comes a knockin'. Also, you may still get your purchase, my original order went through and shipped before I even talked to the supervisors, so I may actually get a double order.

Good Luck to everyone

[By-Tor]

For those of you who DID get your orders, could you check the status of them on the Macy's web page? I got my confirmation letter, then a cancel letter, and then a status update saying some of my stuff was backordered. If I enter my order number at the web site, it can not find it. Would someone that got their order try to confirm this? Thanks.

[squidlover]

Originally posted by By-Tor
For those of you who DID get your orders, could you check the status of them on the Macy's web page? If I enter my order number at the web site, it can not find it. Would someone that got their order try to confirm this? Thanks.



I received my orders a few days ago. The order status shows shipped on the macys site. Their system is having no problems finding my orders. Good Luck!