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Macy's - Furniture

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e of Chapel Hill, NC October 10, 2009

First, let me say that I stopped shopping at Macy's for anything (especially furniture) over two years ago. My story starts when I found this web site before I decided to purchase furniture from Macy's. I did not heed the warnings. I wish I had. I ordered a sofa and chair and had it delivered to my home. As soon as it was placed in the room, I knew there was something wrong with the leather. It was defective. I mentioned this to the delivery person and I was told that Macy's would replace it. In retrospect, he was in a hurry to leave. I found out later that by accepting the furniture and letting it stay in my home, I had reached a point of no return. Several weeks later, the replacement furniture arrived. Thinking I would be more savy this time, I inspected the furniture and found it to be in worse shape than the furniture it was to replace. On this sofa, the leather had cuts. I was, by then, thoroughly displeased with Macy's.

I called and asked them to pick up the furniture. I did not want another exchange. I wanted a refund. And of course, I was charged return fees, despite the fact that the company failed to deliver acceptable quality furniture in first place. Therefore, I had stored the defective furniture in my home (a small condo) for more than three months and I was unable to shop else where because of the delay in refund and pick-up of the defective furniture. I have not purchased a single item from Macy's since then. If you read this before purchasing furniture from Macy's, please heed my cautionary tale. If you've experienced a similar situation, use your consumer choice to send Macy's a message. I am posting this now to show that you can successfully boycott Macy's. I have been for two years. Before that I was a frequent customer. I have not missed anything about the store.

Veronica of Union, NJ October 7, 2009

On August 26th, at approx 10:30am I had a recliner sofa and two recliner chairs delivered from Macy's. At 11:30 I sat in the Queen Anne recliner - pushed back to recline and the chair went all the way back to the floor. I hit the top of my head on a knob of a cabinet and the force of the chair hitting the floor hurt my neck and gave me a headache. Because I was dazed and in an awkward position, it took me about 30 minutes to get out of the chair. I called Macys in Springfield NJ and the woman who answered the phone giggled when I told her - all the while I am crying. She gave me the customer service number and told me they would handle it.

I called customer service - they wanted to know if I wanted to return the chair or get a replacement. I said neither right now I wanted someone to look at the chair. Finally we agreed to have them pick up the chair. She also said she would send me a 165.00 gift card for my "inconvenience". I said please don't and found the office number of the CEO Mr. L at Macys in NYC. Although his assistants were nice no one knew how to handle this or believed me. I did go to the doctor/emergency room that night when my husband came home as I did not feel I could drive.

A few days later Macys Product Liability Dept called me and said this has nothing to do with them, I have to call Lane Furniture. That is the agreement Macys has with their vendors. She was very curt and non sympathetic. Now I am dealing with Lane Furniture - owned by Standard Furniture - product liability company, Gallager Bassett for damages to me and my wall. They sent an inspector who said 3 screws were missing from the bottom of the chair. (I am still trying as of today 10-7-2009) to get a copy of that report. They also sent out a painter to give an estimate on how much it will cost to re-paint my living room wall. Still have not heard a thing from Gallager.

Both my husband and I spoke with Paul (the store manager at the Macys Furniture Store on Rt 22 in Springfield NJ) asking for more compensation than a gift card. After days of avoiding us, we finally decided to return all the goods we purchased at that store. It took a lot of wrangling to make them agree to no restocking fee. They credited my AMEX back EXCEPT for 165.00 plus tax. Marianne said that was because I was sent the gift card for that amount. I told her that was the most awful thing I had heard. The gift card was to be for my "inconvenience". She finally agreed and in 3 days time my card was credited for the full amount I charged. I then wrote a long letter to the CEO how disappointed I was and that I will never ever shop at any Macys. I received a letter back from his assistant basically saying sorry. This was the most horrific experience I have ever had with a store or company. Hardly anyone was sympathetic to my injuries or the trauma of it all. I will always deter people from shopping at Macys.

Avegay of Fremont, CA September 24, 2009

I am very disappointed with this sofa and most of all how Macys’s CUSTOMER SERVICE SUPERVISOR BROOKE A handled our issue. We have decided to pick up the sofa instead being delivered to us as we live about 10 mins from the Macy's Pick Center and we didn’t wanted to pay extra for it. I was so excited as we waited for this sofa and matching ottoman for 3 weeks. As I got home from work, I noticed the color we ordered BUCKWHEAT was a little dirty looking than it was display on Macys. I had inspected for damaged, found scratches on the fabric that covers the frame of the back pillow. Then when I sat on it that night the back pillow already had sagged. I’m sooo disappointed, the design and style met our expectation but the quality of craftsmanship is very poor.

To top it off I had report this within 24 hours at Macy's Customer Service. My receipt stated that we have 3 days to inspect the problem and if there’s a defect they will come over and inspect the problem. If they can fix it they will fix it and if they cannot they will pick it up for free of charge. To make the story short, I had disagreement with the Supervisor Brooke A, she's indicating that if there’s a defect it’s not going to be free of charge for pick up and we have to return it as we had picked it up. She also made a comment that we should have inspect it before we left at the Pick up Center. I had told her the sofa was all wrapped up and I’m not going to take it out from the plastic and get dirty.

And knowing the fact it indicated on my Macy's receipt I have 3 days, I also told her we had re assure this to the Sales Rep who had helped us at Macy and from the Pick up Center that we have 3 days. She also made a comment that we might have damaged this while we were transporting and carrying to our place. I was so furious with her comments and she makes me mad!!! I repeatedly had told her that were not stupid that were going to take it out from plastic while transporting its going to get dirty especially the color is BUCKWHEAT ( white). And we were so careful, who want their sofa to get messed up on the same day we got them. DUH! Beside the defect is inside not outside so how are we going to scratch it from the inside?? She had more unnecessary comments.

I told her I'll be happy for someone to come over to inspect the defect but I guarantee they wont be able to fix it nonetheless they will change the whole fabric on the sofa. They can fix the cushion but not the scratches on the material that covers the frame. I had re assure to her if they cannot fix the problem it indicate on my receipt they will pick it up the sofa for free and she went on again that its not free. I also indicated that if this sofa sagged not even 24hours I don’t want this sofa anymore.

And here she goes, you have to pay 10% restocking fee because you had changed your mind. I told her, if I had changed my mind I would have cancel it even before I had pick it up… I had changed my mind due to the fact of it sagged within 24hrs, found a defect and most of all inconvenience on my end. I had asked to speak for her Mngr but he was off that day. I told her that I would have the Macy's Corporate Office pull our recorded conversation so they will know how poorly she handled my issue and her accusing comments. She had calmed and tries to resolve the issue but I insist to speak to her MNGR.

I had left a message for Marc S, he had returned my message on Monday. He had left me a messaged stating he had canceled the inspection they will just replace it and it with be complementary pick for the defect sofa. He also stated that he had heard the recorded conversation and he had to talk to Brooke because he didn’t like some of her comments. I had left a message stating that I appreciate he's help but with all this inconvenience that I had gone through with their Macy's Service and the sofa. Knowing the fact we had purchased the WORRY NO MORE FREE still left me worrying and inconvenient.

Also after reading all the bad comments here and photos shown the sofa had already sagged. We definitely don’t want a replacement but our money back. We don’t want to deal with them anymore if down the line I would have the same problem. The Mngr had not called me back up to now and I even left him 2 messages today. This makes me really mad!! This sofa is not worth buying even it goes on SALE!! It sagged within 24hrs,and I only weigh 115lbs. We received with a defect. Received Poor Service from Brooke A of Florida knowing she's the Supervisor. And her mngr Marc S has not returned my call today. He did indicate he will be on training on tuesday but today is wednesday he is in the office I had left one messaged yesterday and two today so we can discussed when they can pick up the sofa and ottoman. Also, not to set up the replacement but to refund our money. If i dont hear from him tomorrow I would also report him to Corporate Office."

maryam of los angeles, CA September 11, 2009

I went to the macys furniture store at del amo, torrance on August 22nd I bought a white leather sectional sofa, they told me since they dont have it in stock I have to wait for a week so that it delivered to my apartment, I paid for delivery too. after a week they called and for some unknown reason they rescheduled the delivery for sept 2nd! they came in on sep 2nd and they brought me one section in white and one section in brown! I called and asked for custumer service , but they just told me I can keep the brown piece and they are gonna scheduel for exchange for sep 14th! I was very mad since I had guest coming in my apartment on sep 5th. I called the customer service again to follow up this inconvinient service on sep 11th, and I found out that they haven't scheduel any delivery for exchange at all! she scheduled again but this time on sep 20th cause she said that is the earliest available date! then they transfered me to someone who I could talk about all the hassle and inconvenience, her name was joan. she put me on hold for 20 minutes and she told me no the delivery department is closed till sep 21! and we can schedule you on sep 24th! and after hearing my shivery voice and me getting very angry, she put me on hold again for 10 more minutes talking to the supervisor and all tehy could do was returning 100 back on my 1880 purchase! I hope someone hear my voice....this is not called a good customer service, it is not right that a customer go through all these wasting of time, money and going through all the discussions and explanations and anger!

JJ of Irvine, CA August 16, 2009

I went online to the Macy’ web site to review a furniture item I wished to purchase. I called the tel # to discuss availability and shipping. I was told it would cost 80 to deliver the item to my house. Since the item only cost 299, I asked if they could tell me if it was in stock at a nearby Macy’s retail store so I could pick up the item myself to avoid paying a delivery fee. I was told that I would have to contact each individual store location directly.

I called the Macy’s Home Store at the Costa Mesa, CA location. I spoke with “Sue” a Salesperson in the furniture dept. I asked her if the “Blair Leather Ottoman in Taupe color” was “in stock?” and she said that “it was in stock.” At approx 5:50p I went to the store to purchase and take home the Ottoman. I met with “Sue, Furniture Sales Consultant”, the same Salesperson I had spoken with earlier in the day.

Now she told me that I would have to pick up the furniture item up at the City of Industry location. So when she had me told me on the phone that “the item was in stock,” it was not at the store location. In fact they keep no furniture at the retail store location. So she lied to me. Why did I have to make a trip to the Macy’ store at all? I knew what wanted. She should have taken my order over the phone and saved me a trip. She should have told me over the phone that all furniture must be picked up from another location as they maintain no inventory at the retail stores. I have to make time to travel which involves additional costs and approx 2 hrs of travel time round trip.

As Sue processed my purchase, she told me that I had to pay a “25.00 Delivery Fee.” Delivery fee? They are making me pick up the item myself. So I have to pay a 25 Fee to pick-up my own furniture. The salesperson tried to explain that at the warehouse ”they have to take it (furniture) down from a pallet.” What? This is a Fraudulent Charge.

ERIC of Yonkers, NY August 3, 2009

We bought a bedroom set and Living Room Set in Dec 2008. The Bed and Mirror came within a few weeks. The dresser took over 2 months, when the dresser arrived they opened the mirror to attach it and discovered it was broken. They offered to send a repair team. I insisted on a new mirror ( we didnt buy a "repaired" mirror).

Now, less than 6 months later the dresser is cracking,,,we hardly use it,,,we keep most of our clothes in the closet. This is clearly inferior merch. Now they say they wont replace it,,they will (again) send a repair team. Its shaneful... I beg you,,,for your own good,,,,DO NOT BUY FURNITURE FROM MACY'S

Ashley of Philadelphia, PA August 2, 2009

July 3rd I ordered a couch from the Macy's store. July 28th I take a day off of work for the couch to be delivered. Two delivery men came to my apartment. They made no attempt to deliver the couch, just looked at my door and left. I have a normal size door. I immediately call Macy's customer service, she is rude and assumes I was trying to get the movers to force the couch in the door. She does not help me.

July 30th I call a different Macy's rep who after being on the phone for 2 hours gets a different set of movers to come out Sunday August 3rd with the notes the "couch will fit." August 3rd. Three hours before delivery they call and say they will not deliver the couch because it did not fit the first time. I spend an hour on an automated system and never get through to a human being because it is Sunday.

The couch would easily fit through the door. I made a simple diagram showing how to get the couch in the door and mailed it to Macy's. The first set of drivers decided to be lazy and now no one from Macy's will deliver the couch. They all assume I am being unreasonable when the couch would fit with ease. They have wasted several weeks of my time waiting for a couch that will never be delivered. I took a day off of work to wait for the delivery as well.

I will never shop at Macy's ever again.

Mary of Mason City, IL July 28, 2009

I am making this complaint for My Mother, who is 88 years old. My Mom bought a Andover Bay Full size Mattress and Box Spring from Famous Bar department store on September 17, 2002. The Mattress has a warranty for 10 years. Macy's bought out Famous Bar a few years ago and I believe they are still responsible for warranties on items bought from Famous Bar. The Mattress has a problem it sinks in the middle. I believe this mattress has had this problem practically from the beginning. It is in the spare bedroom and only gets used when I visit or my other siblings visit. In other words it is barely used and still looks brand new except for the sink-age in the middle when you lay in it.

My Mother lost the receipt, she thought, but just this year found it when cleaning out closets and that is why we have waited this long to make a complaint. I thought it would make no difference since we are still within warranty on the Mattress. We have jumped through all the hoops that Macy's has requested but every time I call they tell me a different story.

This has been going on since February 2009. I think 7 months is enough time for them to figure this out.

Jennifer of Oakland, CA July 23, 2009

Awful product!!! Experience deserves one star due to in store customer service. I purchased a bed and mattress and had 2 different people graciously spend at least 2 hours explaining the products. I went home after picking a bed and mattress to "sleep on it" before returning 2 days later to be greeted by two same sales reps.

Now...onto the problem. The mattress arrived within a week and the bed 5 days later. No biggie, I understand they came from different places. Mattress is comfortable, yet softer than one in store. I can deal with that because it was my choice. BUT the bed is WAY to large for the mattress. At first I thought they delivered a CalKing bed and a king mattress. But delivery man confirmed they were both King. He said I'd have to call macy's and schedule a product inspector to come out and investigate THEN he would report back to Macy's to determine if product was defective. There is a 4 inch gap between the mattress and the bed's foot and 2 inches on each side. I didn't need someone to come measure and tell me this, but I agreed since that was procedure.

I agreed to a 4 hour window for a man to come out, spend 3 minutes with his tape measure and then inform me that Macy's would contact me via letter to let me know if product is defective. Five days later, I received a letter from Macy's letting me know that I would not be able to return the bed and mattress without a restocking fee becuase the product is "not defective". I called only to get into a verbal battle with a rep and then supervisor. Awful treatment, service and pride in their product. Awful. The bed does not fit. The product is crap. I will not ever purchase something from them again.

Marianne of Hemet, CA July 23, 2009

i order a recliner cover on line.when i receive it the recliner cover was so bad it woulnd fit on any way i try.i pay 53 dollars and 44 cent.i return the merchandise true ups jun 29 2009 and they say put the return number on the package.i call to see what took so long to get my money back.they say we didn't receive the return package.i call and sent email and they keep telling me you need to return the merchandise.i am a low income senior citizen and i can't afford to loose 53.44.the purchase was true Amazon.com Macy's merchant.the number of my order was 103-9613668-3933032 all i want is my money back.

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