Dear Mr. Genette, and Macy'sI have been a Macy's customer for as long as I can remember, i.e. a few decades.(even when Hudson's). I enjoy shopping at your stores and the service is usually nice. I recently made several purchases at Macy's totaling over $7,000; November 23,2020. It was a girls shopping trip so my friends spent similar amounts. In total between the four of us we spent ~$40,000.00. We had an enjoyable experience. Our follow trip for Christmas shopping was today 12/11/2020. We planned to use our earned Star Rewards. My friends were all successful in using their rewards however my rewards did not show up. The sales person told me to contact customer service. Ok no worries I paid for new purchases and decided to call customer service later. The call to customer service is when my experience became bad. Customer service was not helpful in resolving my issue. Initially I contacted customer service for support in getting my star rewards. I explained, I recently spent over $5,000 in the store however only received $40.00 in star rewards. When I asked customer service to confirm because this did not seem correct, they had me hold for an hour only to come back and say a Fraud alert was on my account. I was transferred to the fraud department put on hold for another hour only to have the Fraud department tell me they sent a letter. I would need to provide the code off the letter otherwise they could not help. I asked for a supervisor who repeated the same thing. I asked in today's time with technology, email, etc. couldn't they email, text, or call me to resolve this issue. They responded no they would mail another letter and I would need to wait on the letter for support. Really, I'm talking to people yet I will need to wait on a letter? This is unacceptable customer service and to end the call with "thanks for calling Macy's is there anything else I can you with" is cliché and bad service. Darlene the supervisor did not acknowledge the issue or how support was ineffective. No suggestions or recommendations were made to help. Instead of focusing on what you can't do fora customer, focus on what you can do? I asked to talk to a manager and was told if I have a verified phone number a manager could call back in 24 to 72 hours. I told Darlene "we are on the phone now let's verify the phone number". Really in tough economic times, is this how Macy's intents on keeping customers? I am very disappointed with my experience and without proper resolution I will not consider remaining a Macy's customer. I am very dissatisfied. I normally do not write letters or even complain. I am a Chemical Engineer by trade and normally "brush" poor service off but the time spent on hold only to be told to wait on a letter in this digital age is quite unbelievable and this needs to be improved. A two step verification is readily used in most industries and could have resolved this issue quickly. Lastly, my Star Rewards was not addressed.Your support in addressing my concerns is greatly appreciated.RegardsEulanda
