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December 2023 by Nana N.
My husband bought me a perfume box set. I took it back to exchange it with the perfume I wanted. I asked the sales person to show me the perfumes but she kept insisting to do the return first. Then I wanted her to show me the perfume and instead of doing that she told me to go to another sales person because she didn't have the one I wanted. She immediately turned and assisted another customer instead of helping me to order what I wanted from another store. Really Macy's? I returned the item which was about $200. I would think you would train your sales people to value the customer and try to make a sale. So disappointing!
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August 2023 by Marilyn V.
It's just awful. Women's department has little selection and a good portion is now childrens clothing and toys. Staff are few. It was my go to for many years but no more.
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August 2023 by JJ M.
I've shopped at Macy's stores since I was a teenager. When the Emporium closed at Northgate I was heartbroken but thrilled by the promise of a beautiful Macy's store like the one in San Francisco. It happened and I was a loyal shopper at the San Rafael location when I lived in Marin. Well, it was great while it lasted. I had my first visit in many years and experienced a depressed store that is not much of an anchor for that ghost of a shopping center. The inventory is limited, the layout and displays alternate between discount store and boutique style, and there is a lack of employees who are visible and courteous. I explored the entire store and remembered decades of holiday shopping, the frenzy of their their big sales, shopping for gift registries. What I experienced in the present was a waste of time. The top floor has furniture taking up half the space. The remainder of the area is home goods: towels, bedding, cookware, etc. but no employees in sight in those latter areas. I had a question but couldn't find a soul anywhere. This floor came the closest to the inventory I valued in the past. I recall shopping the second floor ladies department for work, vacation, and dress up clothing. It was also a terrific store for mature women who want standards - leisurewear such as slacks and sweater sets so I'd buy gifts for older relatives. That isn't possible anymore unless they are a plus size. I even witnessed a senior and her daughter flee the store because of a lack of petite options. I realize Kohl's is at the other end of Northgate so they likely went there. I spoke with a clerk who explained the new plan for the shopping center and Macy's rebranding of certain labels. He was the bright spot during my entire time in the store - he was doing stocking in the center of the ladies' department. The worst part of my visit happened on the first floor. You would think you were at Ross, Marshalls or other discount stores by the look of the shoe department. Sample shoes on top of a shelf and boxes upon boxes below. I asked a clerk about orthotic shoes and experienced classism for the first time in years and it was surprising. She kept stating the price of the shoes I was seeking, suggesting they were out of my price range. When I later asked about the Macy's in Corte Madera she reminded me they also have. Nordstroms and higher end retailers. Rude, unnecessary but also expected. She clearly doesn't know how to read her customers and I am considering contacting the Corporate office of this. Seriously rude. The shopping center changed over the years and tried to meet the needs of a changing county. I don't live in Marin but that shouldn't matter. Macy's was a big part of my history but I don't see a place in my future for another painful shopping trip.
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June 2023 by D J.
Macys Northgate needs to be shut down. It has zero customer service and the place is a damn mess. Ross has better deals and customer service. What interesting is they invested more on undercover security guards than sale staffs. I noticed 5 undercover security guards hiding in corners lurking at people but not one sale staff in sight. After wasting half an hour looking for a sale staff, i finally asked a undercover security guard where can I find help, she replied rudely "just keep walking around and eventually you'll find one." Wtf? I couldn't wait to leave this place and never return.
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June 2023 by R F.
When Macy's starts locking up the Levi's and makes me ask someone to unlock a pair to try them on, I'm out. Retail now sux.
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May 2023 by kanderhard
I purchased a pair of tennis shoes from Finish Line inside the San Rafael Macy’s store. When I bought them, I was assured that if they didn’t work for me that I could return them within 90 days. I have had them for 25 days; wore them for 20 minutes inside my house; the tag is still on the shoes and the cashier formed me that the shoes are too worn to be returned. Seriously?(It didn’t help that the cashier was kind of rude and I had to say “excuse me” when standing at the counter as he was playing on his phone and didn’t bother to even lookup as I stood there.)Apparently, Finish Line will say anything to make a sale. I’m so disappointed that I will not shop at Finish Line or Macy’s again. I would give 0 stars if I could. Macy’s should do better with the companies they partner with.
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May 2023 by Yukon J.
walk around the entire bottom floor and document the 50 years worth of historic carpet stains with your smartphone for preservation on how dead inside this place has become. It was dead inside 25 years ago - so not sure what you would call it now. I would feel less PTSD at some dystopian futuristic blade runner morgue, the stuff of high fiction nightmares. If you ever subjected yourself to spending a lot of time here - you would start to know what I mean.
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March 2023 by Adela L.
Melanie at cosmetics has horrible customer service. Being understaffed is an ongoing issue for many companies and is understandable. I came i today to buy a perfume and smell a new one. There was a line going I was 3rd she was helping two boys for 10 mins. She then goes to a whole separate counter and helps other people that came way after. There was a language barrier with the a lady that was second in line so I helped her by asking Melanie if there is someone that can ring her up she already knew what she wanted and had been waiting for a while before the woman Melanie was helping. She cut me off saying she'll be there when she's done with the lady. Fortunately I was there to help the lady that only spoke Spanish and I believe a lady from Mac was able to check her out. Melanie finishes with the lady and I was next she ignored me and again went to another counter because I spoke up. Paula very kindly helped me out and you can tell she knows what she's doing just but the way she bagged our things in a channel paper bag. Melanie was putting her customers stuff in plastic bags. She needs training and better customer service.
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March 2023 by P P.
The mens INC section is usually well organized.When you find a purchase, however, there's no employee to be found. Had to go upstairs to women's! WTF?!??,Got here before open. Got to see the employees all take the very front parking places to start their shifts! WTF?!?!? You should all be parking far out in the lot. Those parking places are for customers! Not you. Weird cuz I know the company does not promote this. Lazy & entitled employees. Who hide so they don't have to ring up your purchase!!!They don't even open the store on time! Customer had to knock on door.
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February 2023 by M C.
At the men's fragrance counter with absolutely nothing on the counter to try, we waited for ten minutes before looking around for help. The first person we found told us it was not her domain and pointed to another person. Visiting that person we were told in a condescending tone, "I'm busy and can't get to you for a while!"The place was empty of product, empty of service people, and looked unkempt with dirty carpets held together by duct tape. A disgusting spot, inside which I wouldn't take my dog to take a s**** Too much respect for the dog's turd and final resting place. Some FREE advice: 1. Have your lazy employees put the colognes out on the counter so people can try them, test them, and maybe select one to buy, making the wait worthwhile.2. For goodness sake maintain the place or close shop.
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December 2022 by Kim M.
Your curbside pickup is quick and easy. I order online and pickup same day. When the line inside is long, having it delivered to the car is a blessing to avoid crowds. I appreciate some items taking longer for store-delivery, but even this couldn't be any more convenient. Thank you Northgate Macy's!
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August 2022 by Elaina J.
Regarding the furniture department at Northgate, I have had several positive interactions over the last few months, buying a recliner, a couch and a rug. There was one issue with the rug, an incorrect UPS number logged into the system, which caused the wrong rug to be shipped. But the Rug Specialist and the salesperson were great in helping to straighten out the error, getting the incorrect rug returned and the correct rug ordered and onto my floor as quickly as possible. Thanks Robin and Irene. We are very pleased with all our new additions.
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July 2022 by Apurv Tiwari
The dude at the cash register was rude . Wouldn’t help looking for shoes after asking for help twice
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May 2022 by Chris A.
Yuck!!! Used to be my go to. But now it's a depressing mess! No inventory or people to help you. Avoid at all costs!!
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April 2022 by Madelon V.
Understaffed at Northgate in San Rafael. Especially painful to get help there on the third floor in bedding towels etc. Avoid this place if you are in a hurry. The people there are helpful if you can locate them.
