Verified: March 2, 2026 09:00 am ET
Industry: Department Store Retail
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Macy’s staff will never ask for your account password or PIN.
Level 1: Customer Support (Initial Complaint)
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How to complain: Contact Macy’s Customer Service via their logged-in Help Center at macys.com/contact-us. You can use their live chat or call their direct routing numbers:
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General Support: 1-800-BUY-MACY (1-800-289-6229)
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Macy’s Credit Customer Service: 1-888-257-6757
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Furniture & Mattress Support: 1-888-822-6229
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Source Verification: Macy’s Contact Us
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Availability: General phone support is available Monday - Sunday: 8:00 AM to 10:00 PM ET.
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Timeline: Macy’s aims to resolve standard customer service issues during the initial contact. For complex refunds, missing pieces, or shipping investigations, expect a resolution timeframe of 24 to 48 business hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard support is unsuccessful, Macy’s Terms of Use dictate you must send a formal written “Notice of Dispute” detailing your claim via certified mail to their corporate headquarters: Macy’s, Inc., Attn: Legal Department, 151 West 34th Street, New York, NY 10001.
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(Note: If your dispute is specifically regarding your Macy’s Credit Card, notices should be mailed to: Macy’s Credit and Customer Service, PO Box 8113, Mason, Ohio 45040).
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Source Verification: Macy’s Legal Notice & Terms of Use
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Timeline: Once received, Macy’s legal and executive customer relations teams have a standard 30-day to 60-day window to investigate and attempt to resolve the dispute informally before you can proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with Macy’s directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Macy’s Terms of Use. Macy’s strictly enforces a Mandatory Binding Arbitration clause and a Class Action Waiver for all U.S. consumer disputes.
- Court/Arbitration: If the informal resolution period (Level 2) fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit. If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) as mandated by your user agreement.
- Source Verification: Macy’s Legal Notice & Terms of Use
Community Action: Is Macy’s still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!