Awhile back my husband and I bought $150 in bedding from Macy's (necessary for a new king size mattress). Per company policy they shipped it to us at home for free. It was nice to not have to schlep it on the light rail.
Got home and figured out the bed skirt (annoying invention) did not work, and so put it back in the package and prepared to return it. I went on the Macy's website to get the free return information and it did not work. I called the store, they gave me a number to call, and I kept getting bounced around between a call center and the store. Finally I gave up and called store management. They'll pay for my return, and comped me $25 in store credit for my "trouble." And of course I can return the item.
Now while I realize that the store may have been originally doing me a favor by shipping the stuff, my nearest Macy's store is an hour from my house. Moreover, Macy's is closing even more brick and mortar stores in the next year, which will make it even harder to do business in person. As stores transition to online models (and realize cost savings from that) they need to work hard to keep business. So, it pays to complain.
