My Macy’s Program: Trying to Lure You Back

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What: Remember two years ago when Macy’s bought what seemed like every department store that ever existed, changed the store’s names to Macy’s, and angered a ton of local shoppers? Well, apparently, Macy’s, two years later and as a part of its recent cutbacks, is going to focus more on the needs of these local markets via their My Macy’s program.

From Macys.com: The initiative called “My Macy’s” was developed over the past year based on customer research, as well as input from Macy’s store managers, senior division executives, merchandise vendors and industry experts. Its goal is to accelerate sales growth in existing locations by ensuring that core customers surrounding each Macy’s store find merchandise assortments, size ranges, marketing programs and shopping experiences that are custom-tailored to their needs.

What We Say: This is a classic example of a business not understanding its customer. Two years ago, Macy’s bought the beloved Midwestern department store Marshall Fields and proceed to stamp out all of the things (with the exception of the Franco Mints) that made the department store a Midwestern institution, including its name. Shoppers responded by protesting and Macy’s responded by not listening to the customers. The result? Sales dropped significantly through out the Upper Midwest.

Fast forward to 2009, and now pretty much every Macy store is underperforming. My Macy’s is an attempt to reach out to local shoppers. The real question is, do you care?

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  • Budget Babe

    You summed up my thoughts exactly! And I’m from Chicago, so I speak with some authority (ahem) when I say we will not soon forget what Macy’s did to our beloved Marshall Field’s.

    Oh and the Frangos? Don’t taste the same, haven’t for years. Not sure where they are made now but they’re no longer made in Chicago either. Shame on you Macy’s!

  • takeplacebo

    once upon a time there was this magical and fabulous store called hudson’s (i’m from michigan).  it was one of my most favorite department stores to shop at.  a few years later, it was bought out by marshall field’s.  fine, i could still shop here as they retained all the merchandise and great customer service and appealing store displays.  then macy’s moved in and changed EVERYTHING.  result: i have yet to shop there.  but i know one thing is for certain, i will never shop there.  unappealing displays, rude salespeople and everything just piled up on top of each other.

    i’d rather be shopping at nordstrom’s or jc penny.  even sears is putting macy’s to shame, in my opinion.

  • lorra

    Just showed my hubby 4 shirts bought at Macys in a nearby town in MA.  $69. each with 75% off and I missed a $20. off $50 coupon by 50 cents came to $49.50.  Also 2 shirts came from a company that doesn’t accept coupons.  Saleswoman recognized me as a shopper acoholic who is in the store often.  She gave me the discount.  Got the four shirts for 29.50.  I just won’t buy unless its on the 75% rack and I bring a coupon.  I also want the better brands.

  • JustJen

    You know, I never really had bad customer service at a Macy’s.  In fact, my BF didn’t have a suit for a wedding we were attending.  The wonderful staff allowed us to stop there on the way to the ceremony (long story—yes, he’s a procrastinator!), purchase the needed items and even pressed the shirt and pants!  Excellent service, if you ask me.

    I have seen the messy dressing rooms but I also noticed that they seem chronically understaffed so I don’t blame the staff that is there if they are a little grouchy.  I would be too if I had to clean up that mess!

  • Shefali

    I personally don’t care. Macy’s customer service has become horrendous and I seriously feel like I’m shopping at a glorified Target when I go there now. The store is messy, the dressing rooms are piled with clothes, their inventory is terrible, the brands they carry have declined, and they don’t even honor their own coupons unless you argue and point out to their salespeople that it is indeed valid. I’ve been an Elite customer there for 3 years (spent $5k or more there per year) and have decided to abandon the place because I’m tired of having 500 issues about various things when I go there. I don’t care anymore that there are good deals…all other aspects have become horrendous. I’d rather take my business elsewhere where I’m treated well and can shop in a clean environment.

    Instead of starting a new program, they need to do a major makeover with their salespeople and fire the people that are essentially warm bodies. Nordstrom is a great example of how good customer service is essential to customer retention.

  • targetbabe

    Macys lost me as a customer long ago. I don’t miss shopping there at all.

  • rainstreet

    The Frango mints are still available.  If you can’t find them in store, they are online.

  • Madshopper

    FYI, they even got rid of the Frango Mints.  And at least in Boston, you can’t find a customer service person, and if you do, they are rude.