Macy's Furniture Reviews

I am extremely disappointed with Macy’s Furniture and the way they have been handling an issue with a couch my son bought back in May. Since then, they have been unable to resolve an issue with a couch that was purchased - a wrong part. Since May my son has been living with an incompletely assembled in the middle of his living room. Despite repeated attempts to get this resolved, months have gone by without a satisfactory solution. A couch that should have been properly delivered and assembled has become a frustrating, ongoing problem. A refund has been requested, several times, and yet that request has also gone unanswered.

I am very disappointed with the WORRYNOMORE warranty. I purchased a mattress a few years ago at Macy's and was hoping the warranty would provide some protection. My mattress became defective, and unfortunately, when I tried to use the warranty, it didn't work as promised.

Consider this the review I wish I had read before buying a bed from Macy’s. I purchased a king mattress and specifically agreed on a head-and-foot adjustable base. The salesperson entered the wrong base on my order. Macy’s acknowledged that the error was theirs, not mine. Getting their mistake corrected became an ordeal of its own. After the original error, I waited over a week and NO manager reached out to me. Calls to the store went unanswered, so I actually had to drive to the store IN PERSON—TWICE—just to try to speak with a manager, escalate the situation, and get someone to resolve it.

I have only owned this leather couch for three years that I purchased at Macy’s. Today the company sent a repair person out to look at the couch and they said they could not repair due to only one year warranty and I didn’t buy extended warranty. I’ve owned 7 leather couches in my lifetime and have never had this issue. I had one set from Montgomery Ward that lasted me over 20 years and were like brand new when I gave them away. Others I sold because of color changes I wanted but still in excellent condition. This couch is defective and Macy’s will do nothing for me.

I filed two claims. Each time there was a hassle as to what was covered. I had to dispute each claim. With the first claim I didn't hear anything for weeks and when I contacted them I was told the case had been closed because I had not responded (I never received any communication from them). After disputing it, the repair was made. This process took nearly 3 months. A second claim was made and denied. I disputed it and they sent a technician who needed more supplies. This claim was subsequently denied, but no communication had been received. I contacted them and completed a the dispute process. After 2 weeks with no communication I contacted them again. After a long hold they had to call me back. Still no resolution.

Very disappointing experience with Macy's Furniture. I felt pressured to purchase their protection plan, but when I tried to use it, my claim was denied. They also said they would send me a check if I didn’t use the plan, but the check couldn’t be used toward a purchase. Very misleading—be careful with their protection plan. I would not recommend it. It’s a scam. I will definitely talking to my lawyer now to sue them. Because I have all the receipts.

Purchased four dining chairs from Macy’s online. They were shipped in two cartons - one carton was delayed and pieces were missing when received. Homan does not answer their phones and emails are undeliverable. Macys says it’s a third party purchase and would only send an email to their vendor - Just need two pieces for one chair. Can return chairs but need original cartons. still unresolved - purchased through Macys online, paid with Macys card and abandoned by Macys for solutions

Buyer beware. We purchased a massage chair and extended warranty from Macy's for $7k. It broke. Worry no More has had 9 months. The repairman said the chair is nonfixable and needs replaced. That was 4 months ago. WNM offered $1300 cash or full replacement. I want the chair replaced. Macy's does not sell massage chairs in store anymore. So I have a $5700 credit with 60 days to use or lose. I don't want or need new furniture. I need a new chair. Worry, no more will never have a dime from me. Macy's needs to make this right or I will never spend money with them again. I feel like I can be held hostage.

Horrific customer service. Bought a sectional online in January and was told to expect my couch in 3 months. 3 months came and went -- no mention of a backorder. No notification of a delay. We called after a couple weeks and were told June 21st would be when it would be arriving to their warehouse. Called on June 21st to schedule a delivery. They were unable to, because we were told it'd take up to 14 business days for the warehouse to locate the item and put it into their system for delivery.

I purchased a Baker Street dining set from Macy’s on 02/06/2022 for a total of $3,537.82, including a $398 WorryNoMore protection plan. The set included a credenza, table top, table base, 6 side chairs, and 2 armchairs. When I filed a claim, I was told the items could not be repaired and that replacement was not available because the product was discontinued. Under those circumstances, the protection plan should have resulted in a proper refund resolution. Instead, Macy’s offered only $1,600, far below what was paid, and tried to condition resolution on returning furniture first.

Radley sectional, husband and I bought, This sectional couch has been a huge disappointment. Within just three months, the cushions started sinking and losing shape. The frame feels cheaply made, and the fabric constantly sheds lint everywhere. It’s uncomfortable to sit on for any length of time, and overall the quality is far below what I expected for the price. Definitely one of the worst furniture purchases I’ve made—would not recommend.

I ordered a bedroom set and a mattress with a boxspring. It’s been over three weeks, and I still do not have all of my items. As of this coming Saturday, Macy’s would have been to my house four times. It took the delivery guys three hours to put together a bed frame. I was told by customer service that a boxspring would be delivered. The boxspring was not delivered. The next delivery, the boxspring was ordered incorrectly by the customer service associate and wouldn’t fit the bed frame. I just spoke to customer service again and now they have the delivery address wrong. It should not take four times for Macy’s to correctly deliver bedroom furniture and a mattress /boxspring. I complained and I got $100 credit which is nothing compared to the four grand I paid the items. Will never order from Macy's again.

Horrible customer service. If you have any issues with Furniture, be prepared to have multiple exhaustive calls to customer service. I will never purchase Furniture from Macy's again because of customer service experience. Not worth it.

Macy’s should get out of the furniture business they are pitifully incompetent. Not only is the furniture horribly uncomfortable and poorly made their delivery service (supposedly white glove) is a joke. Headrests were completely different and misaligned on both couches. Delivery service broke our plug in. No reimbursement. They don’t honor their delivery schedules, they don’t honor their return pickup appointments. They are terrible!!! They don’t refund the thousands of dollars you waste on their subpar furniture. Their customer service people can’t speak in a manner which is understandable. They make excuses, they make promises and do not deliver. Do not shop at Macys. May they go under, as they deserve to as they certainly don’t deserve to be in business.

Horrible customer service. Was told the norm for delivery is 6 months. Useless support. They are all liars, after being told 8-12 weeks by the salesperson.

BUYER BEWARE!!!! I bought a $4k sectional and paid $500 for the warranty. The worry no more warranty is horrid. Also I was told if the warranty wasn’t use at all at the end we could ask for a total refund of the warranty. When I did try to use the warranty my claim of poor craftsmanship was labeled as normal wear and tear. Cushion covers coming unstitched is not normal wear and tear it’s poor craftsmanship… Do not fall for the warranty and honestly be very careful with purchasing any furniture…. They don’t allow you to not add a star!

Bought a couch several years ago, which was good. Just wanted to say, don't purchase the (worry no more) warranty ever - it is famously horrible. The sales rep said I would get my money back if I hadn't used it after five years. Turns out it was for store credit and only applied to very specific items. The reps lie. Or are at least extremely misleading about it. Just don't do it.

I bought an area rug that is defective. It continues to shed badly 4 month later. I have vacuumed it many, many times. It continues to shed. They refuse to take it back and give me a refund. I spoke to the store manager. He could care less.

I purchased a somewhat expensive off-white sectional from Macy's and within a year, the cushions started to sink. I don't sit on the sectional now because I had two knee replacements and can't pick myself up off of the sectional because there is no support in the cushions. I am embarrassed when I have family/friends over because I can see that they struggle to stand upright when sitting on my sectional. I am going to have to replace it because I can't even sit in my own living room.

I have a disability and have had surgery and have more surgery coming up. I purchased a high end bed (Simmons Beautyrest Black) due to my spinal disability and orthopedic and neurological disabilities. The bed inspector came and determined it was a manufacture defect and put the bed under full warranty. It’s been eight months and about a dozen calls to Macy's. I’ve been told many times my check is in the mail. Every time I call I’m on the phone for over an hour with customer service and there’s never any information to provide me with other than the mistakes on their end are fixed and they will call back with an update.

Will never buy another piece of furniture from Macy's. I purchased a sofa from them in summer of 2024 with a Worry No More Protection Plan. After 6 months the internal structure of one of the recliners failed and was no longer supportive. Additionally there was some pet damage which the salesman told me would be covered only as a one time occurrence. After more than an hour of waiting time to get repair. They scheduled a technician to come out to do an evaluation within two weeks. The tech came out and made his evaluation and said that he would report his findings and that they would have to order parts. I didn't hear anything back from anyone and finally called Macy's Furniture the first of September and the customer service rep stated that the report was there but parts had not been ordered. He also reported that they would not repair the pet damage as salesman promised.

Getting ahold of customer service is a joke! We were told our warranty, worry no more, did not cover broken frames. We paid for the repair and found out they do cover. We have tried and tried to get ahold of someone in Macy's furniture and it's all automated bots. Automated idiots. Idiots without brains so you are not able to submit a claim.

Do NOT buy the "worry free guarantee " plan on any Macy's furniture.... It is not transferable if you decide you do not like the furniture and try to sell it and they will not give you your money back. You're stuck with the plan for 5 years until you haven't made a claim and can then finally go get it back and use it towards MORE uncomfortable furniture. Not to mention it takes forever as in 4 to 6 months to get anything with a different fabric in. Horrible experience with zero customer care!!!

Ordered a Cal King Serta mattress and box springs. Great deal! $900 for everything. Got call from Macy's and they wanted me to get mattress protection for 10 years, free mattress protectors during warranty period. Paid $125 for it. When mattress was delivered, wrong mattress protector was delivered. Said Split Cal King. Ordered another Cal King mattress protector. Today it arrived, same issue. Wrong size. Another Split Cal King. Then later this afternoon got a UPS delivery. It was another mattress protector, but, third time, wrong size. Sent us Split Cal King. Supposed to get another mattress protector next week and crossing our fingers it is a regular Cal King not a Split Cal King. I don't know what is up with these warehouse people and pulling the order and always pulling a Split Cal King and not regular Cal King.

Terrible. Ordered a couch with a chaise in July, couch arrived in September with no chaise. Macys apologized and Michele from customer service claimed she reordered the chaise which should arrive in 4 to 6 weeks. Well when I followed up 4 weeks later was told it was scheduled to arrive in late January. Had enough with the nonsense and in the process of returning our purchase and will go elsewhere.

Worry No More is a waste of time and money. They send a technician over just to cover themselves. He is basically there to deny your claim! He denied my claim saying that it was multiple occurrences done by my dog. Basically it was his word against mine.

I ordered a mattress from Macy’s and was extremely disappointed. The mattress was made very cheaply—the springs were visible and you could actually feel them when laying down. When I called to arrange a return, I was transferred overseas and the process was frustrating. On top of that, Macy’s deducted so many fees from my refund that I ended up losing a lot of money.

I purchased the WorryNoMore warranty service through Macy’s, and my experience with it has been very disappointing. I submitted a claim for two issues, and while a technician did come out and confirmed the problems, he said parts needed to be ordered and then left. After waiting more than a month with no updates, I tried following up but there was no repair information in the app, and the automated system only allowed me to file a new claim. There was no way to reach a live support person.

We bought the Kevier Leather sofa and loveseat set back in 2022. With "littles" visiting, the power footrest broke on the sofa and we filed a claim. They sent someone to do the inspection/assessment and within about a week, we received a notification saying the claim was rejected. I disputed the decision, and they promptly responded back with an updated disposition and 2 resolution offers to choose from. Up to this point, it was fairly smooth, annoying, but smooth. I had questions about the replacement option they offered, and the only recourse I had was to respond to their initial email with my questions. There were no responses for 2 weeks. Time was ticking, I then went on the Google hunt for contact information. I just need to speak with a human at this point.

This experience has been a nightmare and it’s still not over. DO NOT BUY ANY FURNITURE FROM MACY'S. On June 18 my mother and I went into the store looking for living room furniture. I hate when salespeople come up to me because they act like vultures. I’m more so let me look and I’ll look for a salesperson if I have questions or am ready to purchase. That didn’t stop Steve he kept coming up to my mother and I. Finally we found something we liked after looking for about 45 minutes. Then we found a book of patterns and looked through it and chose a nice pattern. We got Steve’s attention and he came right over. We showed him what we wanted and began the process. He said initially Macys would take a deposit but then when we got to the cash register he ran two different transactions for the entire price (over $5,000).

1st they said they wouldn’t charge until delivery set but, they did immediately. Not a big deal but it could matter to someone. Then they called morning of delivery to say they were not delivering the bed because “someone” messed up. She was very nonchalant about it too. The mgr at the warehouse was horrible. I explained how I used to do his job 2 decades ago and would never have a delivery scheduled I didn’t check at least a day before and a call at 7:30 the day of is just idgaf behavior. He did not. Was told to call CS myself to reschedule? Then they delivered the mattress one day. The adjustable frame two days later. When the driver told me he couldn’t put the king mat on the bed because that wasn’t in his paperwork? Then he agreed to “hook me up” and do it😂. Mighty generous. Took all manuals with them so I have no instructions. Thank God for Google.

I purchased a table and 6 chairs from Macy's furniture in 2020 with the worrynomore policy. I submitted a claim on 6/9 for stains and scratches on chairs and table. I received a confirmation that my claim was received. I called today 7/1 to inquire about my request. Rep tells me they sent me an email since there were questions regarding my claim. I never received the email so she said she’ll send me the email again. I said, "Why don't you ask me the questions on the call." She insisted that she had to send the email.

Bloomingdale’s and Macy’s use the same company and unfortunately, both rely on an incredibly unreliable third-party delivery service. On the scheduled delivery day, I received a call far outside the confirmed time frame saying they’d arrive in 5 minutes. I waited—but they never showed up. I even went outside to look for them. I called the delivery company multiple times and was completely ignored. Eventually, Macy’s told me the delivery team left because there was “nowhere to park a large truck.” That is absolutely false. I live in a massive luxury apartment complex with ample space for even the largest moving trucks. They filed a completely dishonest report, and no one even called to say they were leaving.

This is regarding a serious issue with the couch purchased from Macy's. Along with the purchase, we were pushed into buying the extended warranty by your sales agent, who assured us it would cover any and all issues for the next five years. We were never provided any detailed brochure or documentation outlining what was actually covered. Recently, the chaise section of the sofa started sagging significantly, making it uncomfortable and unusable. We raised a claim with WORRYNOMORE, which was arbitrarily rejected citing “loss of resiliency”—a vague clause they're hiding behind. It's unacceptable that a claim is denied based solely on a few pictures, without even bothering to inspect the furniture in person. Every other section of the sofa is perfectly fine—the issue is isolated to the chaise, which clearly indicates a defect.

Worst experience ever. DO NOT BUY FURNITURE FROM HERE. Purchased a sectional sofa w recliners. 1. Delivered 1 wrong piece. Had to call. 2. Motor died on recliner. Had to call. Technician was no show - no call, had to call. 3. Technician said he would put order in for replacement. Never did. Had to call. 4. Said they would get replacement, on day of delivery no show, I called only to find out sofa discontinued and nothing could be done. 5. Returned sofa, they only had order to pick up 5 of the 6 pieces so another call. 6. Called on status - 2 times. Waiting on full refund, which is coming in 5 different checks because I had 2 orders. Apparently it takes 3 business days to get information on my refund. Each call has been 20 mins to 1 hour.

I purchased an HD Super Duty mattress in January at Stoneridge Mall Macy's in Pleasanton, CA. The mattress was 50% off (the actual price was $3100). I paid with my Macy's card and was given a delivery date. The mattress was delivered on time, as promised. However, after sleeping a few nights, I noticed that the mattress springs make a very popping noise when I turn and toss in sleep.

We first purchased the Jollene leather sectional, which was defective. I spoke to Miguel in the customer service department and he was awful. So rude and unprofessional. He ended up just putting the phone down, waiting for me to hang up so that I would not be able to do the after call review. Then someone else picked up the phone and was speaking Spanish, which is my first language but I did not respond in Spanish as I wanted to see what he would say. He was yelling and called me "**" which translates to **. That is so disgusting.

I have purchased 2 leather couches from Macy's. Paid over $12,000. They have both collapsed on the recliner chair and the underneath black fabric has started to decompose. Contacted warranty company which is a second party from Macy's and denied claim. Said that it needed to be reported immediately. It was reported a month after damage occurred. Do not ever purchase any furniture from Macy's and especially furniture warranty!! Total rip off.

I advise not to purchase warranty for Macy's Furniture. The furniture for sale by this company is of poor quality, very expensive and after a few years is better to discharge it and purchase new products, from honest manufacturer, better material and workmanship. In case that the furniture was purchased with the warranty, and not used, after 5 years, Macy's will return the paid warranty amount. The payment will be delivered as a voucher, available for 90 days, to be used only to purchase furniture, rugs or a mattress at Macy's, for products made specific by Macy's company. The customer is hook up to spend more money in order to use the voucher, and purchase more of the same poor quality products. This ripped off method should stop and BBB to start investigate this business

Updated on 04/02/2025: ...posted "created for Macy's" furniture on its site. What a joke. Online - little paragraphs, virtually no complete information is given; they allow you to see perhaps 4 photos of the recliner we were looking to purchase; no warranty information (oh wait, you have to write Macy's to get the warranty coverage information. There is no complaint dept to contact according to customer service; there is an 888 number for furniture "assistance" that is useless... However, I did get someone (honest and helpful employee) a few days ago that actually told me who the manufacturer is so I could go to that website and see all the details of how well it is made and where is it made. (These manufacturers do not sell to the public, so no big deal). I called 3 times to "customer service' and all, but that one gentlemen, claimed that they have no information on products. Okay, so why is Macy's going out of business? I guess we know.