Once more I find myself at odds with a vendor. I went to Macy’s briefly after work yesterday. I like the location because it is close to my house, though I only have had 2 issues with it. The sales people are pushy as hell (yeah, I get it, it’s their job I guess so I never complain). They follow you around even if you tell them you’re “just looking” and don’t need help. Also,  for some reason I don’t like when they assume I speak Spanish and address me in Spanish prior to speaking to me in English. I don’t know why. It just bothers me. It doesn’t help that the majority of them don’t seem to speak English, I guess. That explains the confusion when I respond in English.

I digress. Anyway, as I finally went to the register to pay I went through the usual motion of declining to apply for a Macy’s card (a few times because they go through the song and dance of telling you the advantages of getting a card) and paying my bill. This time, though, with the receipt the young guy behind the counter hands me a little religious pamphlet and asks me to attend some church or some church (sect? cult?) event. I thank him and start to walk away. Despite the fact that there is another customer in line, he asks me if I’m really going to attend. I said “unlikely” as I kept walking despite the Gregorian chants I could faintly hear in the background.

As I walked to my car I looked up to the sky to see if I was going to be struck down on the spot for intending to complain and blog about this. Perhaps a single bolt of lightning. Something. Nothing happened. Hey, religious folk. I respect that you want to live your life that way. I don’t go door to door to change your mind to live life the way I do mine. I don’t distribute and solicit via printed material (illegally) to your mailboxes asking you to sin like me. I certainly don’t interact with customers and clients in my job to ask them to watch porn instead of going to church. Why do you feel comfortable in doing it to me?

Anyway, I researched many executives in Macy’s as well as customer service contact information and shot an email. The email included a scan of my receipt and the pamphlet (I will scan front and back and include it here this afternoon). It goes a little something like this:

Lee to Macy’s: Good evening. I went to my local Macy’s to purchase some pants. I  didn’t know you guys endorsed religion and churches but I don’t  appreciate having a sales person hand me a pamphlet about religion,  inviting me to the church and then asking again if I was going to 
attend. I didn’t walk in to the store telling the sales person what  porn to watch so I don’t know what makes it OK to subject me and  other people to a pushy religious sect.

Macy’s to Lee: Dear Valued Customer,
Thank you for your recent e-mail.  We appreciate you taking the time to contact us.

We value each and every one of our associates as part of our Macy’s family.  It is highly unfortunate to hear that a problem such as yours has arisen, and wish to address the issue as quickly as possible.  However, please understand that this e-mail address is intended solely
for communication between macys.com and our customers.

The individual Macy’s stores are operated as an entity independent of macys.com, and therefore we are unable to properly address your request. We ask that you please contact the Human Resources Office at your store location to resolve this unfortunate issue.  If you feel that the matter is beyond the ability of your store’s Human Resources Office to address, then they will be able to direct you to your Regional Human Resources Office for assistance with this matter.

We sincerely apologize for any inconvenience that you have experienced, and wish for a quick resolution for your concern. If you have any further questions, please e-mail us at customerservice@macys.com or call us at 1-800-289-6229.  Our office hours are Monday through Friday 9:00 AM to 9:00 PM, Saturday 9:00 AM to 7:00 PM and Sunday 11:00 AM to 7:00 PM.

Best Regards,
Brent Mojares
Macys.com Customer Service

Lee to Macy’s: Good morning and thanks for the prompt response. Let me get this straight, so the customer service response of yours is to tell me to go handle it with another place. Where is the “service” in that? As I work with customers daily as well, I can tell you that the correct thing to do would be to have sent my complaint email to the correct party in H.R. and cc’ed me in the email as you would be privy to the correct contact information pertinent to the location and complaint.

Fortunately I have done MY due diligence and had cc’ed the original email to several executive members of Macy’s. I hope that at least one of them has it in them to address the issue rather than ask me to visit the store’s H.R. Department. I think that by scanning and sending the information on the store and the origin of the complaint I had done enough to point you in the correct direction. Evidently that is not the case. If you would like to empower me to write up the employee personally I would not object to it either. That’s where this conversation seems to be leading. Thanks for your keystrokes.

Macy’s to Lee: Dear Lee,

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

Please accept my personal apologies if the response you got is not that helpful at your end.  However, in connection with the information given to you earlier, please let me add that you can also forward your comment and share your instore experience to our Tell Us What You Think link, located at the bottom part of our website.

Please click on the link below to access the page:

We always strive for, and expect, that our customers receive outstanding levels of customer service and professionalism.  Customer compliments, such as yours, are extremely valuable tools in determining the needs of our customers, as well as recognizing specific associates or departments that have excelled in providing our customers with outstanding customer
service.  Please be assured that your feedback will be forwarded to the appropriate personnel for their review.

If you have any further questions, please e-mail us at customerservice@macys.com or call us at 1-800-289-6229.  Our office hours are Monday through Friday 9:00 AM to 9:00 PM, Saturday 9:00 AM to 7:00 PM and Sunday 11:00 AM to 7:00 PM.

Lydia Hernandez
Macys.com Customer Service

Lee to Macy’s: Thanks for the response. Forwarding it to the correct people was FAR more helpful than just suggesting I contact the local H.R. of the store in question. I am confused at the statement that “customer compliments such as yours”. Not sure if it was a typo or sarcasm, but I do appreciate the help. Thanks. I also appreciate the link to say what I think, but I believe I did that via Email. Have a good day.


*update from 10/28/2011*
Macy’s to Lee:
Mr. Lee;
I want to apologize for the incident on 10/19/2011 with one of our associates when he promoted his personals believes to you in our store.
That behavior is unacceptable and I assure you that this associate behavior was addressed.
It is our commitment that our customers receive the best service from our selling team and they experience the a best shopping experience while visiting our store. I will like for you to visit us again and give us the opportunity to be your shopping destination.
Here is my direct phone number in case we can meet personally when you are visiting us again,
Best Regards,
Israel Justiniano
ASM Men’s & Home store

Lee to Macy’s: Good afternoon. No need to apologize for the incident. I understand you can’t control the behavior of all the employees. However, for accuracy, I don’t consider it promotion of personal beliefs as much as pandering and forcing personal beliefs to myself and others (I have to assume he didn’t select me and that I was one of many who were subjected unwanted solicitation to whatever religion, sect or cult he follows). Thank you for taking the time to contact me and letting me know it was addressed. I sincerely appreciate that. I will continue shopping at the location strictly based on it’s geographical location as it is close to my home. I do appreciate your contact information, but I’m uncertain what would be the purpose of contacting youto meet in person next time I choose to shop so I will have to politely decline. Thank you once again.

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  2. […] seem to have conflicts with service providers: directv for one, Macy’s, government folks, and […]

  3. zamy says:

    I can’t believe you complained, and that guy had the nerve to tell you to handle it yourself! WTH? Was it laziness? Lack of training? Stupidness? There is seriously something wrong with businesses today, they do not know how to treat their customers right. This is actually one of my favorite subjects to complain to my hubby about -lack of good customer service.

    • sirtilc42 says:

      I suspect it was more than one thing. But mostly I think they were under the impression I would just go away quietly. I agree, though. Customer service is nearly a myth and it’s the most important thing in business.

  4. Well atleast you received a “sincere aplogy” and a “personal apology.” Ha!:)

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