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Macy's CEO Terry Lundgren: Corporate profile
Macy's CEO Terry Lundgren
Macy's Corporate Profile
On October 28, 1858, Macy's opened its doors in New York City. Sales totaled $11.06 on that first day of business. Today, Macy's is the nation's top department store chain, with more than 800 stores in 45 states and annual sales of more than $26 billion. The retail behemoth operates four regional divisions: Macy's East, Macy's Central, Macy's Florida and Macy's West, and the Bloomingdale's chain.
Quaker businessman Rowland Hussey Macy founded Macy's as a dry goods store in downtown Haverhill, Mass. in 1851. New owners Isidor Straus and his brother Nathan Straus were at the helm by the time Macy's flagship store was moved to New York's Herald Square.
The company went public in 1922 and began a period of expansion outside of New York City. It acquired department stores in Atlanta, Newark, San Francisco and Kansas City, among other places. In the 1980s, Macy's opened stores in Houston, Dallas, Atlanta and several cities in Florida.
In 1994, Federated Department Stores merged with Macy's. And in February 2007 Federated Department Stores announced it was changing its corporate name to Macy's Group, Inc.
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It's a shame that Macy's pushes customer service as a priority, but when the time comes to actually take care of a customer I lose my job over it. As a former fine jewelry associate, personally I think Macy's is full of crap. The previous manager in the department of a Tampa Bay store didn't know what she was doing, and the other managers in the store didn't want to take responsibility. The previous manager got a promotion to a larger store. It just goes to show the whole management team in the Tampa Bay area needs to be looked at. The show Undercover Boss would be a great eye opener for CEO Terry Lundgren to take a look at the Sarasota-Bradenton stores when he comes down to his house near Sarasota, FL. If that would happen and he would talk with some of the employees, especially in the Bradenton FL store he would find out that the morale in the store is so low everybody is complaining. No wonder that this store got the lowest ratings off an employee survey in the whole region. With what I have been through, I will pay off my Macy's card and close it out. I will never buy anything at a Macy's store again. I will let neighbors and friends know what has transpired, hopefully they will stop shopping at Macy's also. My relatives in a different state have stopped shopping at Macy's and they have commented that it is not what it used to be. Basically what I'm saying is that something needs to be done, hopefully fire the whole management staff. Maybe you will get better results.
I hear all the comments and think it's about time that Macy's was held to account for there terrible customer support system.
I work for a well known U.S. production company, and during my free time I make short documentaries, some may say they are rather successful. I will be featuring Macy's in my next short, so look out for it, I promise to all disgruntled Macy's customers it will be worth the wait.
It will be called "The Great Macy's and Martha Stewart Casserole Cookware Calamity."
This will be a story about one mans struggle to replace his Martha Stewart Casserole Set, bought at Macy's in New York.
It will feature Macy's inability to deal with customers in the event of a product recall on Martha's dangerous dishes, how they insult there customers on the telephone, and have a total and complete lack of respect and understanding in THERE OWN CUSTOMER SERVICES POLICIES.
The ironic thing is, Macy's are suing Martha for trying to sell her wares at J.C. Penney's. It's just my opinion, but If your listening Martha, you should drop Macy's like the plague, J.C. Penney's are a million times better than these chimps, they have something called "CUSTOMER CARE."
You can watch my short documentary free on YouTube, Yahoo and at all good video streaming sites worldwide, in April 2012.
FACTS about Macy's and CEO Mr. Lundgren
Although many of the major companies have done away with gross-ups — money paid to top executives to cover taxes due from perks and bonuses, Macy's Inc. continued to engage in the practice in fiscal 2010. Terry Lundgren, the department store chain's chief executive, received about $33,500 in gross-up payments to cover $53,000 worth of merchandise he bought between November and December 2009.
Forbes state that in 2010, Mr. Lundgren's Compensation was a staggering $14,902,592.00
MACYS DISTROYED MY CREDIT i kept gitting the runaround every month i called getting transfered from india?overseas? us? everyone told me they would take care of the problem on my account, but it never happened, tryed to get ahold of TERRY LUNDGREN people in his office said they would look into, sent me a letter stating it was because i moved so many times, I'VE BEEN IN MY HOUSE FOR ALMOST 20 YEARS????? No one will take care of this I had a credit score of over 800 prior to MACYS
THEY DON'T CARE WHAT THEY DO TO PEOPLES LIVES
I like Macy's. I buy most of my clothes at Macy's. However, we have a problem that seems to be intractable. My brother-in-law, who lives in the Himalaya foothills in India 4 hr north of New Delhi with no phone, fax or email, was visiting in July, opened an a/c with Macy's when buying a $19 pair of trousers. The Macy's a/c bill arrived late after the closing date for payment so a late charge of $40 was added. We paid the whole amount and disputed the added charge. Macy's sent a letter saying the credit for the charge would be reflected in the next statement. However, the new statement has arrived with only a partial credit and a new charge of $37 added. My brother-in-law returned to India in August and will not return until July 2012. Macy's refuses to discuss the account with me and we are at an impass. The $19 pair of trousers, which have been paid for, have now cost $77 and the charges will continue to accrue at $48/month until next July when my brother-in-law returns. To say the Macy's customer service personnel were unhelpful would be an understatement. There is clearly another darker side to the Macy's that advertises so prominently in the national newspapers.
I over paid my Macy's account and now that I've ask for my refund, get the run around...I've faxed out verification that the payment cleared my bank account. I have had to send out the same fax 3 different times. For some reason it is conveniently loss or miss placed, the impression I have now is that Macy's does not want to give me my refund. Need to speak with someone who can assist me. I've been extremely disappointed with the customer service...I have shreded my card. Very Disappointed Rene'
I hope I will get a respond back because I have a big concern as a good citizen. I have noticed that at Macy's (in Glendale CA) you have a person working with a position of a Estee Lauder counter manager. I wouldn't be so concerned and upset if I didn't find out that she has no degree, education and she is an undocumented illegal immigrant. Why? is it that thousands of 4 year degree graduate citizens who are ready to do 10 times a better job are hanging in this hard economic time unemployed. Yet this person works 3000-4000 a month has a 500,000 doller home and $60,000 Mercedes and in addition provides her reletive sister to build a house that costs a Million dollor from scratch (which is doomed anyway because her sister doesn't have money to build it). This is a big issue for me that I cannot pass by during this hardship. Please answer me and others who read this comment about this why Macy's money are wasted so.
Thank You for your time.
I would like to tell you my extremely unpleasant experience regarding my new Macy’s account in particular the time and efforts I spent over the phones trying to correct the mistakes the sales associate made setting up my account at your retails store and the dealing with the collection agency due to this mistake even though my account balance was zero. I am concerned that this incident caused by Macy’s has ruined my credit rating.
I opened the Macy’s account while shopping at the Burlington store in Massachusetts. I provided my driver license and my credit cards to verify my identity to open the account. For a subsequent shopping trip before receiving the new Macy’s card in the mail, I called your customer service to obtain the account # and discovered the account was set up incorrectly having my last name as my first name and vice versa. All other information such as the billing address was correct. I found that to be incredible since I showed multiple IDs to the sale associates including my social security # at the store for an ID check on the spot.
The customer service rep on the phone explained to me since this person does not exist that the wrong account has to be canceled and replaces by a new one with the correct name. The previous purchases from the incorrect card will be transferred to the new account.
In the mail, we got the first card with the wrong name then another card with a different card # but still the wrong name. Only after more phone calls with Macy’s before I got the name corrected on the card. When I received the monthly statement showing the charges, I thought everything was square away. I paid the balance in full shortly after I received the statement in the mail.
Out of the blue a few weeks later I got a call from a collection agent from Ohio. After spending 30 min to explain the situation and a 45 min hold for the agent to investigate, she told me the problem was caused by the proper credit not being recorded in the right account. After they move the credit to the right account, my account should be back in good standing.
This problem was created by Macy’s and developed into a collection incident by Macy’s although all my charges were paid in full. I have no reason at this point wanted to remain a Macy’s customer.
On Wednesday (8-31-11)evening at approximately 9:00 pm, after going to every shoe shop in the mall, my adult daughter and I arrived at Macy's at Tyson's Corner. Her foot was fractured and she is a manager for a company near the mall. We were trying to find a professional shoe to compensate for the large air cast boot on the fracture foot. When we arrived at Macy's shoe department, the staff was rude and would not help us. About 9:15, Rachel appeared and asked us if we needed help and proceeded to find out what my daughter was searching for in a professional shoe. Rachel seemed to be about my daughter's age and was very knowledgable about fashion and the heel inch that she would need to compensate for the large cast. She was so kind and compassionate and very professional. She treated us as if we were in an exclusive boutique instead of a large depart. store and gave us her full attention. When she helped my daughter find the shoe, I walked around with Rachel and witnessed the rude and unprofessional manner in which two ladies in the shoe department responded to her. Rachel was very professional when responding to them. She finally found a gentleman near the shoe storage area who was kind enough to locate the correct shoe size and we purchased the shoe. I asked to speak with her manager and when I did, I told her manager that I am a human resource manager for a law enforcement agency in Wash., DC and it is very rare in this day and age to find someone with the professionalism and expertise in her profession as Rachel and I advised her of what occurred when she helped us. It was then when I learned that Rachel did not even work in the shoe depart; she worked in the lady's depart. She was asked to go to the shoe dept by her manager to help them because it was near closing time. Rachel was truly an Angel and because of her, my daughter was able to conduct seminars the following day at work with a more professional looking shoe on the uncasted foot. She also received several compliments. Rachel was a true blessing to us and she truly deserves a promotion and a bonus for her professionalism, expertise, ability to assist customers under pressure and unpleasant circumstances as she did.
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