Are we using the recession as an excuse for lousy service.

[DVC Sadie]

I don't think of Macy's as a high end store - I don't think any store that has frequent coupons as a high end store. Nordstroms, Neiman Marcus, I expect the hanger. I expect better customer service in smaller stores, like Ann Taylor and Talbots. But Macy's? Lord and Taylor? Not so much.

I didn't realize that I called Macys a high end store. You have to understand where I live, now the only stores we have is Walmart, Target (brand new), Penneys, Dillards and Sears.

Whenever we go to DC I always have to go to White Flint Mall and Tysons Corner so I can get my shopping fix in.

 

[Lisa loves Pooh]

What I find interesting is why is it considered "poor service" when a retail employee is simply trying to comply with store policy. Times change and policies change.

sure they could have given you the hanger, but I am not sure that I can call it poor service.

Perhaps there is something missing?


I had expected to read a post about "rude" employees or employees who seemed to be "bothered" that you came into the store or an employee who just didn't seem happy to working retail.

As for the lost sale, it would be important to communicate that to Macy's as well as letting them know that you ended up purchasing instead at a competitor.

If they don't realize the impact of their policies, they will never change. But if enough customers are upset about the hangers, they can reverse their policy. Of course they might inflate the price of the item a tad to compensate.

But this certainly is not poor service IMHO and in fact they stated they came to their policy change precisely due to the economy.

My step-mother will ALWAYS write a letter when she is dissatisified with whatever aspect of a service experience--be it retail, restaurant or whatever. She always corresponds in writing and will often get follow ups. I must say her manner annoys me to know end, however--it is customers like that that make the experience better for everyone. She's persnickety beyond all get out, but only a serious issue will result in her writing a letter.

 

[Lisa loves Pooh]

I will say that perhaps a good policy would be a less expensive hanger for taking the item home.

Often--depending on the item, some customers prefered to have their garments "hanging" for transport so they don't get wrinkled and such.

I.e. if I bought a nice dress at a nice store--I wouldn't want them to scrunch it up in the bag. The last thing I want to do is iron the darn thing.

But without knowing the type of coat, I am not certain if this was a big issue or not since the OP didn't mention a preference of how the coat was transported.

 

[Floridagal23]

I kind of agree with the OP. If I had really wanted the coat, I would probably have been annoyed but purchased it, anyway (40% off is 40% off), but when I buy things like nicer coats, suits, dresses - I always ask for them to be hung.

 

[DisneyBrideToni]

There is no way I would have given up a coat that was 40% off because I didn't get a hanger. I understand sticking to your principles but come on.

Macy's could care less if you purchased the coat or not. I am sure that coat has already been sold. I also don't think of Macy's as a high end store any longer. Maybe 20 years ago it was but not today. Today I think of places like Ann Taylor as being high end. While you may have been trying to prove a point, you lost out on a cheap coat and spited nobody but yourself.

 

[DarthKTrava]

I cannot believe that you're worked up over a lousy hanger you can go to the store and get..... I would NOT call it bad customer service if the customer is told they cannot have the hanger due to the company wanting to cut costs.

 

[S. C.]

Thanks DVC sadie,
I actually found a nicer one at Nordstroms by the same manufacturer and Nordstroms will ship it to my house (for free, with the hanger)...

Nordstroms has also found a new customer.

Good for you! I hope it arrives wrinkle free, folded nicely (not stuffed) in a clean box.

 

[Lisa loves Pooh]

LOL, you should have seen how long it took me to find the couch for my living room.

Nope, no buyers remorse, actually I'm pretty happy I didn't accept a policy I don't agree with. Actually depends on the item. I have a few, down jackets for every day wear but I was in the market for a good quality dress coat made of wool. I started looking at furs but I'm not really into fur so I guess I shouldnt have said I "needed" the coat. Like I said that's one of the reasons (along with expecting "little" things) I do shop at a bit more expensive retail stores. Generally when I buy a coat at Nordstroms or Barneys of NY or Bloomingdales it will last a heck of a lot longer than one out of Kohl's.

I do that quite a bit. If I need a New Years eve dress, it will take me forever because I generally like things that are different so I use to literally go from Philly to NYC to DC trying to find a spectacular dress. If I just need jeans, I head to my local gap. I thank the powers to be for on line shopping now.

I'd LOVE to have your shopping budget.

 

[mjkacmom]

You have to understand where I live, now the only stores we have is Walmart, Target (brand new), Penneys, Dillards and Sears.

Oh, I remember how horrible it was when I went to college in the Poconos! I live 12 minutes from Willowbrook Mall, 15 from Garden State Plaza, and 25 minutes from the Short Hills Mall, not to mention less than 10 miles from NYC. I'm pretty spoiled!

 

[KiminChicago]

Oh for the good old days when I could go into Marshall Fields at Christmas and buy a sweater as a gift and the salesperson actually cut off the dollar amount on the price tag (leaving the rest of the tag in case the gift needed to be returned), lined a gift box with tissue folded precisely to fit, folded the sweater into the box, put a gold seal on the tissue paper and basically handed me a gift that only needed to be wrapped before it was ready to go. That was customer service!

Now I only go through the Macy's to get to the rest of the mall because it's so easy to find a parking spot outside of Macy's. However, I may even have to stop that since they've cluttered up the aisles with so many displays that people can only walk single file past them.

I miss Marshall Fields!

 

[dsny1mom]

I understand your frustration.

The mistake you made was considering Macys a high end retailer. They aren't much more than an over priced JC Penny's with more high end brand names. If you want the high end treatment then you need to go to the high end stores. Of course you'll get the high end prices, as well.

Great customer service is still out there. Unfortunatley the stores that offer great CS don't offer 40 % off of in season product.

I manage a high end retail store. We not only offer you the option of having your garments left on the hangers and in a plastic garment bag but we offer to carry your purchase to your car for you. If we were running low on hangers I'd pull one off of another item and backstock the item before I would let a customer be less than thrilled with our service. Of course our coats will be full price until after Christmas but based on how well business has been for us I doubt we'll even have any left to mark down.

dsny1mom

 

[Skywalker]

I'm with the OP on this one.

I can understand the general policy of not including the hanger, but when it got to the manager I cannot understand why he would not have the leeway to just say, here have the hanger. It would make more sense to get the sale and keep a customer then to be so strict about a dang hanger policy. I think the company is the one cutting off its nose to spite its face!

 

[Planogirl]

The Manager may be under orders to make no exceptions. If so I would imagine that he considers his job more important then one sale.

Sorry but all of this over a hanger? I think that getting the right coat is way more important than fussing over a plastic hanger. (I don't recall Macy's having wood hangers.) I just hope that the salespeople will be reasonably courteous and efficient and I'm fine. I guess that I see things differently.

 

[Skywalker]

The Manager may be under orders to make no exceptions. QUOTE]

Yeah, and to me that is where the bad customer service comes in. The manager should be more empowered to make a customer happy over such a little thing. So the bad customer service I guess doesn't come from the employee or the manager but from the top.

 

[Planogirl]

The Manager may be under orders to make no exceptions. QUOTE]

Yeah, and to me that is where the bad customer service comes in. The manager should be more empowered to make a customer happy over such a little thing. So the bad customer service I guess doesn't come from the employee or the manager but from the top.

If true, I'd say make yourself happy and get the coat and then write upper management. You can fuss at the lower level people until you're blue in the face but it doesn't help and then you end up frustrated and still have no coat.

 

[Skywalker]

If true, I'd say make yourself happy and get the coat and then write upper management. You can fuss at the lower level people until you're blue in the face but it doesn't help and then you end up frustrated and still have no coat.

Yeah, I'd probably do that too. (I still see why the OP did what she did though),

 

[Skywalker]

Hey, why did it show me quoting myself, lol

 

[Nancy]

Thanks DVC sadie,
I actually found a nicer one at Nordstroms by the same manufacturer and Nordstroms will ship it to my house (for free, with the hanger)...

Nordstroms has also found a new customer.

what happens if it gets to your house and there is no hanger...will you refuse to take delivery of it?

Oh for the good old days when I could go into Marshall Fields at Christmas and buy a sweater as a gift and the salesperson actually cut off the dollar amount on the price tag (leaving the rest of the tag in case the gift needed to be returned), lined a gift box with tissue folded precisely to fit, folded the sweater into the box, put a gold seal on the tissue paper and basically handed me a gift that only needed to be wrapped before it was ready to go. That was customer service!

Now I only go through the Macy's to get to the rest of the mall because it's so easy to find a parking spot outside of Macy's. However, I may even have to stop that since they've cluttered up the aisles with so many displays that people can only walk single file past them.

I miss Marshall Fields!

I had to laugh at the image this put in my brain. clerks doing thing like back in the good old days...lines of people waiting to ring up their purchases...you just know that there would be massive complaints about long lines, slow cashiers and how they have more important things to do than wait in these horrible lines. The me first mentality would be out in full force, especially at holiday time.



That said, I don't shop at Macy's all that much. Prices way too high for the quality of merchandise, the store close to me is always a mess, no one seems to pick up or keep things neat. They no longer carry a good selection in the womans sizes...I find better at other stores now. I only go in there as a last resort now.

 

[2Kds2K9]

I've had two bad instances at Macy's and won't go there anymore.

I agree with the OP. But then I'm one to vote with my dollars. I won't spend my money at a store that can't/won't offer good service.

If Macy's wants to save money, then they ought to offer the customer the option of the hanger. Many will take it, and some will decline. I'm sure there are a hundred other ways to cut costs, but again, some things should be left as an option to the customer. If I'm shopping at a department store, and have bought an item in one department, I normally decline a shopping bag in the next one. So there, I've saved that company a whopping nickle.

Personally, I don't think bad service is a reflection of the economy as much as a reflection of the "me" generation. Those who feel they are doing the company a favor just by showing up and collecting a paycheck. Many don't earn it anymore.

 

[dizluvah]

I will start off by saying I only read the OP and the first page of responses.

Personally, I do not think it is appropriate to complain about bad service simply because we don't get our way. I understand the principle of not doing business with a company that you feel has provided poor service - I simply don't agree the OP received poor service.

I read a month or so ago that Macy's was on a list of top 10 ten retailers likely to go bankrupt in the near future (I apologize I do not remember exactly where the article was from - so I cannot footnote it properly) I say this only to mention that perhaps the chain is in dire financial straits. Regardless, the policies are likely made at the corporate level and the sales associate and manager are charged with upholding those policies.

I am sorry the OP decided not to purchase the coat that is wanted/needed. I wish OP the best of luck of finding an even better deal on an even more fabulous coat.