One of the things on my agenda this past weekend in Chicago was to purchase some luggage. I already had some bad luck trying to find just the right thing (see Tumblr), and therefore, realized I needed to be rather specific about what I wanted.

So when the sales associate at the Macy’s on State Street in Chicago asked if he could help me, I told him exactly what I was looking for, adding in the very crucial fact that I was moving out of the country and needed a lot of interior space. I also told him that I would look around and let him know if I had any questions.

After about 15 minutes of perusing, I came across what could have been the perfect set: The Samsonite Aspire Lite (it’s prettier in person) in sort of a mossy minty green, which if you know me at all, is my favorite color.

I immediately got excited until I realized that I didn’t see the carry-on size. I flagged the sales guy over to ask and he told me that all their stock was on the floor. When I inquired about calling another store, he replied “Well, I guess I could call Water Tower,” and then walked away without another word.

During this time, I took the liberty of attempting to call a store in Michigan, while Lish did the same. We couldn’t get through to anyone.

Fast forward 20 minutes and he’s still on the phone, while simultaneously ringing up other customers. He hangs up, waits on two other people and then proceeds to tell me that the other store didn’t answer the phone. I then ask if he can call another, stressing that I didn’t care where the bag came from – I would have it shipped from anywhere, just as long as I could have the set.

He huffs with an *almost* unnoticeable eye roll and proceeds to run an area-inventory report on the bag from the register. “Well, it doesn’t look good,” he says as he shows me the receipt. “The lower the number, the less likely they will have the bag.” I look at the paper. Listed are about 10 stores numbered zero to five. I ask if we can call the three “fives” that were listed. He then hands me the receipt and tells me that I can do it.

It’s at this point that I start to get really annoyed. Just to put some perspective on it, the luggage department at this Macy’s is in the basement of, like, a 12-story building, so cell phone reception isn’t exactly stellar. I politely explain this to him (as well as how I already tried to phone two stores and also how I don’t live in the area) as he exhales loudly and whips around with an indignant stomp to grab the receiver. At this point, I’ve been in the luggage department for over 45 minutes.

As he’s on hold with the first “5″ he asks if he can show me some other bag instead. I told him that I would really prefer the carry-on that actually goes with the other bags I’m purchasing. He rolls his eyes.

Finally, after calling two more stores, we locate a bag and I am consequently introduced to “Frank,” who was probably about 7 years past retirement, hard of hearing and had absolutely no idea how to do a charge send. After repeating at least three times that my last name was ‘Seasons’ instead of ‘Stevens’ and I live in ‘Ann Arbor’ instead of “Hann Harbor,’ my transaction over the phone was complete.

Here’s the kicker: during my time with Frank, my sales associate takes the two pieces that I wanted to purchase in-person and puts them back on the floor. Lish had to run over to him while I was still on the phone with Frank to tell him that I wanted the whole set. I mean, seriously? Was he not listening to a single word I said? I’m moving out of the country for Pete’s sake – wtf am I supposed to do with one carry-on?

This whole thing took one hour and fifteen minutes. My hands were shaking by the end of it and to be completely honest, I’m still angered by it. What sucks is that I always have problem like this at Macy’s and now I’m fed up enough about it to write a rant. It’s the sort of experience that – coming from a social media perspective – you want to see if anyone addresses.

I had a few more thoughts about the event that Lish was thoughtful enough to videotape just after it happened. If you made it through the blog post, give it a watch. I promise it’s not as long-winded.

Sort of.


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