Macy’s is an American department store chain that sells clothing, footwear, accessories, cosmetics, fragrances, home furnishings, furniture, mattresses, and housewares both in stores and online. It operates as a subsidiary of Macy’s, Inc.
How to reach a person at Macy’s
Main: (513) 579-7585
Customer service: (800) 289-6229
International: +1-513-573-7912
Macy’s Responsiveness rating
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What you need to know about Macy’s
We receive a fair amount of complaints about Macy’s. This customer is facing difficulties in resolving an issue related to a check. Macy’s upgraded this person’s debit card without permission. This person was initially given a promise to receive a protection furniture plan, but later on was denied that promise. Macy’s Worry No More warranty is proving to be more of a con than a pro for this customer.
- Macy’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Macy’s with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Macy’s.
Macy’s customer service response times
| Phone support (800) 289-6229 | Response times: Usually 1 to 30 minutes. Availability: Phone support is available Monday through Sunday from 8 a.m. to 10 p.m. Eastern time. |
| Email support | Macy’s does not publish a general customer service email. |
| Live chat support | Macy’s offers live chat through the “Chat with Us” button on its customer service site, which connects to its Virtual Agent and, when needed, a live representative. Response time: Usually a few minutes to connect to a live agent during normal support hours; the company does not publish official chat wait times. Availability: Live chat support is available Monday through Sunday from 8 a.m. to 10 p.m. Eastern time. |
| Social media | Macy’s is active on Facebook, X (formerly Twitter), Instagram, TikTok, YouTube, and Pinterest. Customers can send a direct message to @Macys on X or to the Macy’s Facebook page. |
| Help center/FAQ | Macy’s help center/FAQ provides quick answers to common questions regarding ordering and shipping, returns and refunds, the Star Rewards program, Macy’s credit card and credit services, gift cards and registries, marketplace and third-party sellers, account management, and privacy and security. |
How to resolve a problem with Macy’s
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Macy’s mailing address
151 West 34th Street
New York, NY 10001
Macy’s loyalty program
Macy’s runs Star Rewards, a free tiered loyalty program with four levels: Bronze (open to anyone), Silver, Gold, and Platinum (tier eligibility for Silver/Gold/Platinum is based on annual Macy’s Credit Card spend). Members earn 1 to 5 points per $1 spent at Macy’s, Macy’s Backstage, and macys.com, depending on tier. Every 1,000 points earned converts to $10 in “Star Money” that can be redeemed on most future purchases. Higher tiers add benefits such as free shipping, bonus-point events, and birthday surprises.
Macy’s social media channels
Macy’s executive customer service contacts
Primary Contact
Jeffrey Warren
Vice President, Customer Care and Financial Services
151 West 34th Street
New York, NY 10001
jeffrey.warren@macys.com
Secondary Contact
Max Magni
EVP, Chief Customer and Digital Officer
151 West 34th Street
New York, NY 10001
max.magni@macys.com
Chief Executive
Tony Spring
151 West 34th Street
New York, NY 10001
tony.spring@macys.com
Why am I being charged a $9.99 return fee?
If you are not a Macy’s Star Rewards member and you mail back an order, Macy’s deducts a $9.99 shipping label fee from your refund. You can avoid the fee by joining Star Rewards (free at the Bronze tier) or by returning the item in person at any Macy’s store, where there is no return shipping charge.
How long do I have to return something to Macy's?
Most items must be returned within 30 days of purchase or delivery in unworn, unaltered condition with original packaging and tags. Apple products and several designer brands (Burberry, Gucci, Longchamp, Louis Vuitton, Tous) have a 14-day window. Macy’s typically extends the window during the holiday season for purchases made roughly October through December. Check the full return policy for exceptions before you buy.
Can I return a marketplace item to a Macy's store?
Most items sold and shipped by third-party sellers on Macy’s Marketplace can be returned either in store or by mail, but Macy’s recommends starting the return online so the seller is notified. Furniture and mattresses sold by third-party sellers cannot be returned in store and must be sent back directly to the seller; refunds on those items are processed by the seller and can take longer than refunds on items sold by Macy’s.
My local Macy's is closing. What happens to my returns, gift cards, and credit card?
Macy’s announced 14 additional store closures in 12 states in early 2026 as part of its Bold New Chapter strategy. Returns to a closing store are accepted during clearance sales; once the store has closed, you can return items by mail through your account or at another open Macy’s location. Macy’s gift cards remain valid at any open Macy’s location and at macys.com. Macy’s credit card accounts are unaffected by individual store closures and are serviced by Citibank at (888) 257-6757.
How do I track or change a furniture or mattress order?
Call the dedicated furniture and mattress customer service line at (888) 822-6229 or use the chat option on the furniture and mattress order inquiries page. For mailed correspondence, write to Macy’s.com Customer Care Department, PO Box 8215, Mason, OH 45040, Attn: Furniture and Bedding Department. Furniture deliveries can take several weeks; change-of-mind returns may incur a 15% restocking fee.
How do I escalate a problem after customer service can't resolve it?
If general customer service at (800) 289-6229 cannot resolve your issue, ask for a supervisor. If that fails, send a written complaint to the Macy’s Credit and Customer Service address (PO Box 8113, Mason, OH 45040) or to the corporate headquarters at 151 W 34th St., New York, NY 10001. You can also escalate to the executive customer service contacts listed above.
How does Star Rewards work?
Star Rewards is Macy’s free four-tier loyalty program. Bronze members (anyone) earn 1 point per $1 spent at Macy’s, Macy’s Backstage, and macys.com. Macy’s Credit Card holders are placed in Silver, Gold, or Platinum tiers based on annual qualifying spend and earn 2, 3, or 5 points per $1. Every 1,000 points equals $10 in Star Money that can be redeemed on most future purchases. Gold and Platinum members receive free shipping and free mail-in returns.
How to get professional help with your Macy’s problem
If you need help with Macy’s, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
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