Thread regarding Macy's Inc. layoffs

You know what's fun, trying to process a marketplace return that takes forever while also handling two curbside pick-ups and checking out four customers when the only other person working in AYS is on lunch. The stiff shirts in corporate don't seem to understand what a cluster this process is for stores. We really need help here and can't wait for more promises about how its going to be fixed soon.

We live in a world where customers don't want to wait and get angrier by the minute. This company doesn't pay hourly people enough to have to deal with the kind of stress involved in these situations.

I watched a manager give out $100 in Customer Accommodation Coupons on a Marketplace return and let the customer keep the item. He didn't want to take yet another hit on our NPS and it was one of our Platinum customers. Somebody made a bad decision to move forward with this program before working out the problems.

This isn't some Mom and Pop business, it looks like the new leadership is struggling to get a handle on how to move fast without stepping on themselves.

agreed wholeheartedly.
I am an ays captain and the whole market place situation has been and will always be an issue I seriously do not think there will be a resolution or removal of this sh-tshow.
We had some big boss visits recently and one of those “fancy suits” literally said straight to my face that when they test and see how things would work and they see how much of a mess it makes they will still put it out just because itll make a lil more money.
They also told me that they don't want to put anything about market place on the website because they know macys customers only want to buy macys and would avoid market place like the plague which is honestly disgusting and when customers go to return it they still find out about it anyway (especially since in my department we warn everyone how to look out for it everytime)
For the most part we've been able to process returns efficiently (its been quite the learning process ) but theres errors that happen MOST of the time which causes a lot of delays (white screens, labels not printing, not loading, sometimes even the page doesnt say they item is past the 30 days) theres no telling what can go wrong at this point

There is also times where a customer didn’t receive part of their huge market place order and there was no instructions on how to go about it so for an hour i tried talking to customer service and everything just for me to ring up a random item for the price and return it

Not to even begin mentioning I've had like 3 customers call or come to the store about not receiving their refund when its arrived at the sellers and its been there for a month and i call the sellers number just for it to be some random bs.

Also yeah the quality is cheap if anyone has seen the quiz dresses that are made from squishy foam and not even hemmed in the slightest. Its so trashy

And managers not knowing anything about it is just icing on the cake!
They either return it using a different item or spout some useless bullsh-t
Ive had multiple talks where everyone has been told not to take it back with a different tag but still i see it show up all over the floor.

And when its on the floor customers can still purchase !!?!?! but if they go to return it with the receipt it still requires a order number from an in-store purchase. “These items cant be purchased and returned in store” whatever.

It’s honestly sad that these managers make double maybe even tripple my paycheck and don't even know how to do anything with the marketplace and more,
In my opinion macys would fall apart without their ays associates and thanks to market place it already is.

Market place is sh-t show and macys is quite literally falling apart because they higher ups want to spout bullsh-t to validate their paychecks

Ha! I’m a customer and I made the sad mistake of ordering a marketplace item. It was hair clips that looked normal inline but were miniature in real life. I too was mad bc I thought I ordered from Macys. Is Macys competing with Walmart?

Marketplace returns still taking forever. Fix not in yet. Nobody wants to work in AYS after listening to customers shouting about wait times and not understanding why they can't return items they ordered on dot com.

Marketplace returns are still a problem, so the fix isn't in yet. We only had three people scheduled in AYS today and two called out. We had the CXC helping out and nobody could figure out the Marketplace return. Six customers in line and everyone was complaining about the wait times. Manager finally came over and took some of them over to the RTW counter to help with their returns. Our Store Manager said they told her they were fixing the issue when she went to Chicago three months ago. I guess this is what happens when we cut 2350 jobs at the start of the year. Must not be anyone left who knows what they are doing.

Calm down, our store manager is on PTO and we sat on the national Monday call and some guy who grew up using a rotary phone assured everyone that he and his team were working on the issue and soon Marketplace returns would only take a few minutes.

Agree.
"Marketplace? What's a Marketplace?"
"I bought this on your site, what do you mean it's someone else selling on it?"
"You have to do WHAT? Send it back to who? I want my money back NOW!"
"You get your manager! I'm not leaving here until I'm credited Today!"

Those poor AYS colleagues.

Between this and the way the made CRLs obsolete so quickly, they have unnecessarily complicated the return process in the stores. Most registers aren’t even optimized to accept Marketplace returns, so when customers get super frustrated when they’re waiting in lines outside of AYS just to get to the front and be redirected to wait in ANOTHER line.

They’re supposedly closing all these stores so they can improve the brick and mortar experience in the ones that will remain (namely their F50 doors), but they also do cr-p like this to make everybody miserable. Gray market retail tactics have no business in a store like Macy’s, especially if they’re determined to be this sloppy re: how it functions.