They hide your negative reviews. Within two weeks a $1,000 bracelet clasp, an inter locking and under glasp broke and we lost it. I had screen shots of an online rep saying go to a physical location and they'd take care of it, that was a lie. I provided screen shots and that review is not up. Notice they, "Mod", reviews. They then quickly ended the chat. Too bad we have screen shots and copy/[aste: The Convo: This is the beginning of your conversation with us.Business saidThank you for chatting with us. Our hours are 9AM — 7PM ET (Holiday exceptions may apply). If you are chatting with us within these hours, we will be with you shortly.4:58 PMBusiness saidPlease note: Minimizing this chat window will end the chat if you’re on a mobile device.4:58 PMBusiness saidI ordered 15107235 girlfriend for xmas and the clasp already fell off and thus the bracelet is lost? How can the clasp be that bad? She lost it over a week ago. It wasn't stolen, it just fell off while shopping. I want to know what can be done4:58 PMBusiness saidWelcome to Macy's! Before we continue, I will quickly review your previous chat with our virtual assistant to better assist you. Just give me a moment, thank you!4:58 PMBusiness saidHello Richard how may I help you today?5:03 PMYou saidI ordered 15107235 girlfriend for xmas and the clasp already fell off and thus the bracelet is lost? How can the clasp be that bad? She lost it over a week ago. It wasn't stolen, it just fell off while shopping. I want to know what can be done5:04 PMBusiness saidSure I will be happy to help you with your concern. Let me check and see what best can be done from my end.5:05 PMBusiness saidAs you are issue with the clasp, I request you to visit the nearest store they will help you as we don't have option.5:06 PMYou saidShe had it on and suddenly when we got home from a grocery store it was off. So, as aforementioned it's gone.5:07 PMBusiness saidI am really sorry if I had any option I would have helped you for sure.5:07 PMBusiness saidNot to worry you can visit the store they will help you.5:07 PMYou saidWhat store? I bought it online5:07 PMYou saidYou can see with my personal information that was collected before submitting said concern5:08 PMBusiness saidYes I can understand your concern but as we only have option for return, i request you to visit the nearest Macy's store they will help you.5:09 PMBusiness saidJust to conifrm are we still connected?5:11 PMYou saidWhat difference can they make when it was bought via online? We already went back, combed the store and parking lot. Why would one go to a store, to be passed along bc online support can't do anything and insult a person's time and intelligence, unless they CAN do something.5:11 PMBusiness saidI am really sorry if I had any option I would have helped you for sure.5:12 PMYou saidYou directed me to go to a store. So can a store fix the problem?5:12 PMBusiness saidYes they will help you.5:13 PMYou saidOn what ground's can they fix the problem?5:13 PMYou saidso what can they do?5:13 PMBusiness saidThey will help you I request you to visit the store as we only have option for a return.5:14 PMYou saidSo do they have more authority than online?5:15 PMYou saidYou requesting and a resolution are two different outcomes5:15 PMBusiness saidI am really sorry but if i had any option to help you I would have helped you.5:16 PMYou saidThis was not bought from a physical store, it's not in stock even at a physical location5:16 PMYou saidNo, so the question is by your requesting me, the store can offer a replacement, which they would have to do via online, to which I am talking to? Or did you just try and pass the person?5:17 PMBusiness saidYes they will help you with the exchange.5:18 PMYou saidEven if the bracelet is lost, which is the complaint5:18 PMBusiness saidI am really sorry but you need to have the bracelet in order ot fix the issue other than that we don't have any option.5:19 PMYou saidOk so my complaint was the bracelet was lost most likely to a clasp and then you direct me to a store5:20 PMYou said?5:20 PMYou saidNow you're walking it back. AKA passing a person5:20 PMBusiness saidI am really sorry as the item is lost the store people also will not have the option.5:20 PMYou saidOk so why did you say go to a store, knowing this information in my pre-message complaint and complaint copied and pasted to you?5:21 PMBusiness saidI am really sorry ofr the confusion.5:22 PMBusiness saidSince I have not received a response, I will need to end our chat. If there is anything else we can do to assist you, please chat back with us, or call us at 1-800-289-6229 from 9am to 12am ET.5:23 PMYour conversation has endedJanuary 27, 2025 5:23 PMYour conversation has ended January 27, 2025 5:23 PMa373088e592f67a42e653edf96276333
