Hello all, I'd like some help as to how to tackle this issue best. I'd prefer to email Macy's, but they don't accept those anymore, so here I am.
Basically, I ordered two pairs of shoes, one set being black Mary Janes, the other set being white sandals using PayPal's Pay-in-4 plan. The first pair of Mary Janes "delivered" on the 9th, but I never received them, so I used their customer service portal and got another pair sent out on the 14th, same day I received the white sandals. The second pair of Mary Janes arrived on the 16th. I tried them on and both were a half size too small, so I initiated a return to the closest store on the 19th (today), that being a 90 minute drive away to avoid shipping delays (I didn't trust the Doordash Dashlink service since it already f-d the order the first time). They don't do exchanges, according to their return policy, so a return was required. I made sure to pay off the rest of the pay-in-4 plan so issues didn't come up, but maybe that caused more problems, I have no idea.
When I arrived, the sales associate said she could only issue a partial refund of $63.86 and didn't detail as to why, despite taking both pairs of shoes back for the return. That amount was for the white sandals. The receipt said "This item was returned or exchanged for merchandise in the amount of $56.99 through customer service on 02/14/2024." right below the non-refunded item, the black Mary Janes. I thought it just applied to what I paid already in the pay-in-4 plan so I went home, but I forgot how it worked, which by the time I realized that, it was already too late to go back to the store to inquire further for the rest of my refund (including tax, it was $61.69) I tried using the portal again, but it was worthless because the person told me to contact the store. Then the lady that answered the phone at the store said that I should come back in tomorrow so she could check my order number and see what went on...why couldn't she do it on the phone??? I used PayPal, not like she absolutely needed my debit card number to be put into the machine or anything... Had I known, I would've shipped out the returns instead, because their employees can't get anything helpful done.
Anyway, I'm at a loss as to what to do as I'm afraid they'll just waste my time if I drive back there without me getting the rest of my refund (not even worth the gas at that point tbh), and the general customer service may not be able to do anything online/over the phone since I made the return in-store and they have the items I sent back. I don't know how to phrase this through PayPal's dispute system either, but I do have the receipt as well as email confirmations and the like, so there's that. Any and all help would be appreciated!
Edit: Tried one last time with Macy's customer service portal for a person and Saranya R. over there helped so much, understood my issue right away, and told me she'd issue the refund of $61.69 within 24-48 hours, so I'll follow up if there's any issues with that, but the "return" for the shoe I never had updated on its own so hurray. My advice, never try to talk to customer service in the evening, they all want to go home and won't properly respond to your issues (aka, aren't helpful).
