I normally don't leave negative reviews, especially since I've been coming to this Macy's location for 25+ years, but this experience was frustrating enough that I felt it was important to share. I recently purchased a Seiko Presage Automatic watch from Macy's and came to the Kings Plaza location simply to have one link added back because the bracelet was slightly too tight. On 8/23/2026 around 12:35pm, I went to the Seiko watch section, where Michael (the Sales Associate with longer hair and glasses) approached me and asked if I needed help. I explained that I purchased the watch from Macy's, showed him my receipt, and asked if he could add one link back. He agreed to assist. While working on the bracelet, he appeared to have difficulty with Seiko's pin-and-collar system and became visibly frustrated. At one point, he actually asked me to help get the pin back into the link, which I did. I completely understand that these bracelets can be difficult to work with, and I didn't complain or rush him at any point. After several more minutes, he handed the watch, box, and remaining parts back to me. I thanked him, but before I could even clasp the watch back onto my wrist and check everything, he quickly walked away. Thankfully, I inspected the watch before leaving Macy's. While I was putting everything back into my bag, the bracelet came apart. The small collar/cylinder fell out, and the pin was nowhere to be found. Considering how quickly the bracelet separated after the adjustment, I was concerned that the link had not been properly secured. I immediately went back to Michael and explained what happened and asked if I could look at the tray where he had worked on the watch to see if the missing pin was there. Instead of helping me look, he insisted the pin had been put back into the watch, abruptly apologized, and walked away. I was so caught off guard by the interaction and his tone that I didn't even ask for a supervisor and/or any other assistance. CONCLUSION: I came into Macy's with a fully intact watch that simply needed one link added and left with the bracelet undone and a missing piece. If Michael was uncomfortable working on this particular bracelet, I would have been completely fine with him asking another associate for assistance, telling me he couldn't safely complete the adjustment, or recommending that I take it elsewhere. What wasn't okay was returning the watch to me without the bracelet being properly secured, leaving me with an undone bracelet and a missing piece, along with the overall poor customer service I experienced. I've shopped at this Macy's for more than 25 years, and this is the first experience that has compelled me to leave a negative review. I hope management uses this as an opportunity to ensure associates know how to handle situations professionally when something goes wrong.
