Complaint / review text:
I had a similar situation with Macy's. I made an attempt to ship an order to an address other than my home address and my order was automatically cancelled.
The first time this happened, I was shipping a gift to a friend's address. As directed I called Macy's Consumer Protection number, the representative did not give me an exact reason why the order was cancelled, I became frustrated and just let the cancellation stand. Over a year later, i make a purchase online using the promotion code PRIVATE. Since I am traveling I enter a different shipping address.
My order is automatically cancelled. When I called Macy's consumer protection department I was told that some of the information I put in my order could not be validated, so my order was cancelled. When I asked which specific information could not be validated I was told that they could not tell me. I needed to go back to check and re-enter my order.
I did just that six additional times over a 24 hour period. After my sixth attempt I called again once again requesting assistance on how to resolve the problem. Still the rep would not relinquish help information. She told me that "you know what information you entered in your order so I shouldn't have to tell you." I told her that the only thing different was the shipping address and I should be able to ship to any place in the world.
There was a brief "na" and then a pregnant pause. I asked if there was a policy that customers could only ship to their home addresses. No response.in fact, even when I informed the rep that she wasn't helpful and was hanging up—still no response.
I did repeat the order using my home address and it was shipped, but I missed out on being able to wear the items right away and the promotion code I was using expired. The total cost of the order was significantly higher. When I email customer service the rep did later apply the promtion code, but the savings was still less than the original 5 orders.
Macy's consumer protection policies are not transparent. If they restrict shipping to certain addresses and/or only allow customers to ship to home addresses that can be validated by public records—they should simply say so.
This cryptic form of consumer protection only serves to frustrate consumers. Macy's should allow customers the right to ship packages to other locations as does other online stores. Orders should be designated "pending" and customers should be able to validate where they want the items shipped.
After all—who do they think they are? Big Brother?