SOHIWomen's Embellished Drop Earrings

Love Macy’s / Terrible service experience

I love Macy’s. I always have. Because I live on an island. I cannot shop there and there’s certainly not one close to me now. This particular purchase was a birthday gift for my aunt. The black earrings are very precious. The pearl are more expensive and this was probably one of the worst customer service experience I’ve had ever. I’m very sincere. The earrings in the picture are beautiful and the description stated that they had a soft pad making it easier and more comfortable to wear all day. This is important because I was in the clip earring category, and I wanted to confirm that they were clip earrings. The earrings my aunt received were pierced earrings. Then she sent me a picture of the earrings. The earrings themselves were the wrong product. I sent her a picture of what she was supposed to receive and she stated that it was definitely not the same product. I live in Maine and she lives in Texas, so I wanted to make sure she could simply go to her local Macy’s and exchange it in the store. I am of the opinion that the company that sent the product intentionally sent a replacement. It’s understandable they might have the product in pierced and clip and made a simple error. But to get both categories wrong is very suspicious because I have been a retail manager pretty much my whole life. So I called Macy’s customer service and spoke to a very nice gentleman who is named Tony. I believe after the conversation I gave him the highest ratings. He assured me that if I sent the confirmation email stating that the earrings have been received, my aunt could take that confirmation and the earrings back to her local Macy’s and choose whatever she wanted. When she got there, Macy’s customer service desk stated that because it was a third-party they could not exchange it in the store. I needed to be reimbursed. Now my aunt is wealthy and if you look up her name, I’m sure he will find that she’s a pretty good customer. She was not angry, because I had already given her a pair of earrings, and she wanted me to have the money. But she is not the purchaser. I am. So the category of earrings was incorrect. The earrings themselves were incorrect. I saw nothing on the website that said it could not be returned at the store. And even Tony apparently didn’t know that because he assured me, this could be facilitated. For an order to be wrong in every single category that matters is pretty shocking to me. I would like to know what you’re going to do about it. Suggestion: apologize to my aunt and let her have something special for her birthday. I don’t want your money. I want you to make the situation right. Now she is not angry. But I am the customer who paid for it. And I am angry.