Terry Lundgren needs to improve Macy's

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Disappointing Day April 1, 2010

Filed under: Uncategorized — ericwillcockson @ 10:29 pm

This afternoon I visited a Macy’s to check up on how things are progressing.  This is the same location where I had my run-in with an employee in the dressing rooms.  Obviously very little has improved.  I noticed a few more summer items but not surprisingly very few employees.

(Click Photos to Enlarge)

In the upper left is an empty checkout station where men’s dress shirts and shoes are located.  Where are the employees?

The second picture is just a general look across the floor of the men’s dress shirt and tie area and no employee’s can be found.

The third picture is another shot of a checkout near the sport coats and blazers.  No employee is at the desk and they’re not in the vicinity either.

The fourth picture is still in the men’s department but where some underwear and more casual clothing is located.  The checkout area is once again deserted.

This place is a ghost town.  There was a nice lady inside the men’s cologne display who said hello to me and asked if I needed help with anything.  There were maybe 2 or 3 other employees I found roaming around but I’m not even sure what they were doing.  They didn’t greet me, just looked at me.  I kept walking.

I’m not surprised.  The more research I do, the more and more I am disappointed in this department store.


Changes to be made

Filed under: Uncategorized — ericwillcockson @ 9:38 pm

After experiencing these situations, I started to think of ways that I would improve Macy’s if I were in the position of CEO.  It’s funny because the cosmetics department actually looked fairly nice.  It was a lot brighter and shall I say “louder” than the one at Bloomingdale’s but that is understandable since they are not the same department store.

But to the CEO of Macy’s, Terry Lundgren, I would like to see some major changes at Macy’s.  First, Terry, I want you to create a customer bill of rights and publish it.  Included in this bill of rights and the most important item should be, the customer is always right.  He is your bread and butter.

This is a golden rule of retail or sales, yet your locations cease to exhibit or understand this principle.

Number 2, your stores need plenty of salespeople on the floor that can actually assist customers.

Number 3, your employees must know the products you carry.

Number 4, the salespeople you hire must have a sense of what looks good on a customer.

Number 5, the customer should never have to hunt down a salesperson.

Number 6, you must have enough checkout areas so you don’t have 7 people waiting just to buy a shirt or a box of underwear on a busy day.

These are simple changes that could greatly enhance the shopping experience for customers and your profitability.  I will elaborate later on what other improvements can be made besides just the customer service requirements.  With just these simple steps, I believe Macy’s could become a more popular shopping destination and be the first choice among consumers when they are thinking of places to shop.


Changes are Needed March 23, 2010

Filed under: Uncategorized — ericwillcockson @ 6:32 am

Much of my fury towards Macy’s abruptly came about a month or so ago.   I needed a white dress shirt for that night and after hearing a couple girls in class that day mention Macy’s having a promotion where if you wear a red shirt or dress you would receive 20% off your purchase that day.  They said it was going on for the whole month of February for American Heart month or something to that effect.  So I decided to head to Macy’s at the Westside Pavilion in Los Angeles instead of Bloomingdale’s or Nordstrom.  With my dad accompanying me we started looking at their inventory of white dress shirts.  I first asked one of the only employees I could find on the lower floor of the store about this promotion for wearing the red shirt and he told me it was only for 5 days earlier in the month.  That kind of disappointed me but I was determined to find a dress shirt that worked for me.

All of the shirts seemed to be the same even though they had different labels.  I’ve always had good luck with Ralph Lauren so I decided to try their shirt on in the dressing room.  Once inside the dressing room I had to open the shirt up and take out all the pins and the plastic around the collar.  The shirt was kind of baggy just like the others with way too much room in the arm portions and around my torso.  I showed my dad who was standing outside the fitting room to get his opinion.  A woman who was standing next to my room folding shirts started scolding me for trying the shirt on.  She told me I’m not allowed to try on shirts.  I ignored her.  Then she comes up to me and snarls “You can’t do that here, you have to buy the shirt.”  So I asked her in a gentle way “how will I know if the shirt is right for me if I can’t try it on?”  Her response was I have to buy it and if it doesn’t fit then I can return it within 6 months.  I laughed, took the shirt off and left the store.  I couldn’t believe this woman would say this to me!  I’m still not sure what her position is at Macy’s because she definitely wasn’t a salesperson on the floor of the store.

I’ve been disappointed in Macy’s before but never like this.  I’ve never worked in retail but the customer’s always right.  I was going to buy a shirt there that day.  With that employee being so overbearing and demanding I left without purchasing anything.

I won’t be back.


Macy’s: Sub-par Shopping Experience March 10, 2010

Filed under: Uncategorized — ericwillcockson @ 11:06 am

I consider myself a frequent shopper.  In addition to school and playing football, I’d say that I spend a good amount of time at clothing stores, at malls and other places looking around and buying either clothes or shoes.

I’ve been going to Macy’s ever since I was young, even back when there was Bullock’s department stores.  My point is, I’ve seen how Macy’s has turned from a fairly nice department store into something I’m not very excited to visit.

Recently, I’ve had a couple of experiences at some Macy’s in the Los Angeles and Orange County areas that have made me question whether I want to even step foot into a Macy’s ever again to shop.  Thus the decision to blog on this topic.  Terry Lundgren, is this how you want potential Macy’s customers to feel?