Macy's: Online Shopping & Save
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Payment Issues
Users face difficulties adding new credit cards to their accounts, with the system seemingly pushing them towards opening a Macy's credit card instead. This issue affects around 3% of users.
I couldn't add a new credit card and felt pushed to open a Macy's card instead.
Shipping Delays
Some customers report that the actual delivery times are much longer than the 3 to 6 business days promised, with delays affecting timely gift deliveries. This affects about 4% of users.
Orders take much longer than promised, often arriving after 15 days, missing important dates.
Price Increases at Checkout
A few users experience unexpected price increases when proceeding to checkout, which can be frustrating and lead to abandoned purchases. This issue affects approximately 2% of users.
Prices increased unexpectedly at checkout, which was frustrating and led me to abandon my purchase.
Users' choice
Macy's app is highly praised for its ease of use, great deals, and excellent customer service. Users appreciate the ability to save items for later and the convenience of fast shipping options. However, some users report issues with adding credit cards and occasional customer service challenges.
Runner up
Kohl's receives positive feedback for its variety, selection, and pricing, with many users enjoying the convenience of online shopping and in-store pickup. However, some users experience app functionality issues and customer service challenges, leading to frustration.
Straggler
Walmart is appreciated for its delivery service, especially in rural areas, and the convenience of Walmart+. However, users frequently report app glitches, slow performance, and customer service issues, which detract from the overall shopping experience.
Puerto Rico Surcharge
Customers in Puerto Rico are charged an additional surcharge, which is not common practice in other regions. This unexpected fee is causing dissatisfaction among Puerto Rican shoppers.
Sponsored Product Bias
The app prioritizes information on products created for Macy's over other brands, limiting access to full product details. This bias towards sponsored products frustrates users seeking comprehensive information.
Delayed Refunds
There are significant delays in processing refunds, with some customers waiting over a month without resolution. This issue is compounded by ineffective customer service responses.
Credit Card Issues
The app and website fail to accept additional credit cards, seemingly pushing users towards opening a Macy's credit card. This limitation is not adequately addressed by customer service.
Inaccurate Delivery Estimates
Delivery times are often much longer than the 3 to 6 business days promised, leading to missed deadlines for gifts. This discrepancy is not resolved through customer service channels.
Price Changes at Checkout
Prices unexpectedly increase during the checkout process, causing frustration and distrust among users. This issue undermines the perceived value of promotions and discounts.
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