Macy's Furniture Reviews

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About Macy's Furniture

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Macy's Furniture offers a diverse selection of home furnishings. The department store provides living room sets, bedroom furniture, dining room pieces and home décor. Macy's offers varied price points to accommodate different customer preferences and budgets.

Pros
  • Quality furniture options available
Cons
  • Delivery delays reported frequently

Macy's Furniture Reviews

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    Page 5 Reviews 440 - 640
    Customer ServiceCoverageSales & Marketing

    Reviewed June 18, 2015

    12/12/2013. We purchased a new mattress and box spring set from Macy's and the Worry No More Protection Plan. About 3 weeks ago we were changing the sheets on the bed and noticed some stains on the mattress cover. Washed it twice to see if they would come out. They did not. A week later I started looking through receipts and warranty information to see how to go about getting this cover replaced since the salesman told us, "If you notice stains or tears, or ANYTHING you don't like contact Worry No More", and they would send a new one. I found the information and contacted them today. Since we did not notify them within 10 days of the occurrence we cannot receive a replacement.

    I asked Worry No More about getting a refund of $158.00 for the cost of this warranty. Was told to contact Macy's because they were a separate company. I contacted Macy's, everything was automated, and when I FINALLY made it to the correct robot it had told me that if I wish to get a refund for my Worry No More protection plan (YES, this is such an issue it is an automated response) I would have to return the mattress cover which must be stain, soil, and tear free... Thanks a lot Macy's. For having informative salesman (sarcasm). A useless scam of a "protection plan", and horrible customer service. Never again will you receive a dime from me or anyone I know. I know this is just a way to vent and get rid of this retail induced stress, but If I keep just 1 person from buying from Macy's, I'll be happy.

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    Customer ServicePricePunctuality & SpeedStaff

    Reviewed June 17, 2015

    I'm a Macy's Preferred Customer and in April 2015, I purchased the Metro Entertainment Center, the furniture is very nice. The MONTHLY nightmare with customer service is HORRIBLE. Every month, I have to call to make my payment via telephone bc you have to fuss w/ them about your payment allocation. Macy's policy is to apply your payment as they see fit. Every month, I make a considerable payment that includes the interest, never been late on a payment. Since I purchased this item, I tried to make extra payments, IMPOSSIBLE, unless you pay your bill again. THIS happened two days after I paid my bill AND made a payment to the furniture.

    Every time you talk to customer service, they say, "oh our accounts department will allocate your payment." The long of the short is, you make your payment, they allocate it and anything over your minimum payment due to your credit card IS NOT, REPEAT IS NOT APPLIED TO THE NO INTEREST ITEM. It's applied to your credit card and 2 months before the promotion ends, Macy's will notify you about the interest that's going to be applied from the purchase date due to the item not being paid off. Macy's makes it IMPOSSIBLE to pay a promotion item. Remember, I'M A PREFERRED CUSTOMER - A MACY'S SUPERSTAR. BUYER PROCEED WITH CAUTION. I'm closing this acct. too.

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    Price

    Reviewed June 14, 2015

    I purchased a Simmons Beautyrest mattress and box springs from Macy's 3 weeks ago. I hate them, especially the mattress. I tried out about 6 different sets at the store, but due to budget constraints, I could not afford the more expensive models. Since the mattress and box springs were delivered, I haven't been able to get comfortable and have spent many sleepless hours in bed. Generally it now takes me 2 to 3 hours to fall asleep. I am planning to return the mattress but I do not want to spend any more money at Macy's.

    One problem is that the mattress is too high. When in bed, I feel like I am suspended midway to the ceiling. I can't sit on the edge of the bed anymore. When I got the mattress, I also bought box springs, but they were the regular height. Had I bought the low-profile type, that might have solved part of the problem by lowering the height of the mattress. But the mattress feels so clunky and when I lie on it, it sags under my weight (I admit my posterior is rather large) and I hate the plush top or pillow top. To hell with foam top mattresses. Just give me an old-fashioned one that isn't 13 inches thick and that is reversible. I just can't adjust to this new one. I was beating it with my fists in frustration last night.

    I would have turned it over or just thrown it off the bed, but it's too big and heavy for me to move. From what I have read online by other owners of Simmons mattresses, I guess I should get rid of this one, the sooner the better. However, I have to get another mattress from a different retailer or end up sleeping on the floor. Which probably would be more comfortable. Another thing I am angry about -- Macy's will charge a "pickup" fee if they take the mattress back, plus a 15% restocking fee. But I hate the thing so much I was ready to start slashing it last night. If I damage it, the store won't take it back, will they? I was hoping to help the U.S. economy because the mattress and box springs were made in the USA. But not at the expense of having to go without sleep.

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    Customer ServicePrice

    Reviewed June 11, 2015

    Irvine Bunk Bed Set - I looked at this set for a room for my grandchildren. The price was over $2800. I placed the order. I was told it would take a while since I was in a remote area. (Funny thing, I live off I-75 one hour from Lexington, Kentucky). First, they charged me for a warranty I did not want. They said it couldn't be taken off until after the set was delivered. It took 3 months of phone calls which consisted of being told different things by each rep. One even hung up on me when I tried to cancel the order. It is brought by a third-party shipper. I got the call that it was to be delivered. They charged my card when it got to the shipper. When the shipper walked in, he told me that when they got it that the boxes were damaged. They delivered it anyway!!!

    When they brought a couple of pieces in, there were scratches to the finish and drawers coming apart. I returned it immediately. It is nine days and Macy's has still not refunded my money. I was told it would take 3-5 days. I have disputed the charge with my credit card and the card company has credited my account. Never again will I go through something like this!!! I have shopped at Macy's for years but the furniture division is nothing like the main store. It is a poor excuse for a business. Don't waste your time! You will be sorry.

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    Reviewed June 8, 2015

    I bought a sofa 18 months ago and it looks like a piece of junk. I take care of it and there are no children using it. Holes in the fabric and cushions have flattened and extremely uncomfortable because it has lost its shape in only 18 months or less. Yes, I found out that sofa's are Chinese made. Called them but warranty was past by 6 weeks. JUNK, JUNK AND I WILL NEVER BUY ANYMORE UPHOLSTERY FROM MACY'S. GO TO A YARD SALE BECAUSE CHANCES ARE THIS IS BETTER QUALITY.

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    Customer ServicePunctuality & Speed

    Reviewed June 7, 2015

    Macy's gave a time frame of 11:00 am - 3:00 pm. Called us, said they would be there in 15 minutes. We were still waiting 45 minutes later. We called and they said they were running late - they would be there by 5:30 PM. They called and said "where can we park." I said "wherever there's a spot." The guy came up with the frames and asked us for a screwdriver. I told him we want one bed in this room and the other bed in the other room. When I came back to the bedroom - both frames were set up in the one bedroom. Now when it all started we were given a checklist of things they would do - like putting on booties and putting down a drop cloth etc. which they did nothing on the checklist. They were supposed to put the mattress covers on the beds that we were talked into and spent a lot of money on. They threw the package of mattress covers on the floor. They set up the beds and walked out.

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    Customer ServiceCoverageStaff

    Reviewed June 2, 2015

    I have a 2 year old outdoor patio set, which I bought from Macy's in NJ. The rungs on the backs of 3 of the 8 chairs split and chipped. It's a METAL set. I waited 3 weeks for adjuster to come and and take pictures. The adjuster thought for certain it would be covered. But then got follow up call from Macy's saying the rungs on the backs of the chairs splitting is not covered under warranty because it was outdoors and exposed to the elements.

    It's an OUTDOOR set and only 2 years old! The rep on the phone told me I should have purchased the extended warranty so it was my fault for declining or I should have put it in storage over the winter so it was not exposed to the elements. It's an outdoor set, sold in NJ! The warranty says it covered 7 year warranty on frame - but I guess that is only if you don't use it outside. Did I say that it was an outdoor set?

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    Customer ServiceStaffProcess

    Reviewed June 1, 2015

    My husband and I purchased a table and chairs approximately 18 months ago. At that time purchased the worry no more warranty for 7 years. Our warranty was suppose to expire November 20 2020. I have what we consider normal wear on the table and not something I would claim until within a couple of days apart, I accidentally had a nail polish and hot plate issue. I tried to cover the spot with a furniture marker. My husband reminded me that we have a worry no more warranty on the furniture and now was the time to make a claim.

    I called and within a week had a technician coming to visit my home. The man was rude and demeaning. He came in and began snapping photos with his ipad all over the table. I showed him the areas that prompted my call and he ignored me while snapping other areas of the table. I shared with him that the table isn't wearing well for just myself and husband using it besides the occasional company. He told me my cleaning lady waxes my table too much and rubbed his hand across the table to show how it smeared yet when I pointed out that it did not smear, he said I did not know how to clean my table and he washed the table with a wet paper towel. I thought "How insulting. Just repair my table". He said he was not there to fix the table only to take photos. He said the worry no more people would be in contact.

    I went on the site to discover my claim was denied. I then called the company to inquire why? The operator said my warranty was void because I had too many blemishes on my table. I said I would be calling them with a claim every week then. I told her all I needed was the portion of the three-part table fixed. She said that with multiple issues on my table he would need to refinish the entire table. I told her to just refinish the one side then.

    She came back and said he could not refinish only one part of the table. I responded that if there was only one blemish to repair then repair the one blemish. She said even with one blemish he would refinish the entire table. I replied that she is contradicting herself if he is going to need to refinish the entire table anyways. This is a SCAM! And they could find anything to get out of honoring the warranty. Shame on Macy's for having such a program and promoting customers into a waste of money. I asked if they would ever honor a claim and the operator said NO. I am angry.

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    Customer ServiceCoveragePunctuality & SpeedStaff

    Reviewed May 29, 2015

    The Worry No More insurance they make you buy which was about $500 should be re-titled as WORRY A LOT if you took the insurance. Unless you say

    "it broke a few days ago" - they will not replace the item even if you have the warranty. Their customer service people must be trained to "act dumb and be arrogant." Our policy was up on May 26. The umbrella broke on May 25 but they were closed for the holiday. So, I called on May 26 and the computer had already DEACTIVATED my account.

    Customer service person 1 that I spoke to said she couldn't help me. Customer service person 2 said, "No problem, I will reopen the account to file the claim, and call you back." Never happened. Customer service person 3 kept asking me which part of the umbrella was broken. Finally something must have dawned on her to call Macy's - and then she said that the "umbrella was in stock" and would take 8-12 weeks to replace. I WILL NEVER USE THIS COMPANY AGAIN NOR WILL I BUY MACY'S FURNITURE.

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    Reviewed May 29, 2015

    Ordered a love seat and ottoman on April 10, 2015 from the Oakland Mall Macy's. Was told I would have delivery in 4-6 weeks. Today is the 7th week. Called the salesman ** and was told delivery wouldn't occur until the end of June, making it 12 weeks. Poor service.

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    Reviewed May 24, 2015

    I recently purchased, spending over $2000, for a mattress from Macy's, Robinson Towne Center. Within 6 months an indentation appears where I sleep which is very uncomfortable! Macy's states the return date has expired and the indentation depth falls within the manufactures standards - therefore they will do nothing about my situation. I now sleep in my spare bedroom.

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    Customer Service

    Reviewed May 19, 2015

    I purchased a mattress from Macy's and bought it for their worry no more policy. They actually said that I also needed to purchase a $120+ mattress cover in order for the warranty not to void in case it stained so i did. It is still under warranty and called because though the mattress looks to be in good condition it is causing severe back pain. We can only use half of the mattress... I called last week and they were unable to even bring up my account though I gave them the receipt # on my original receipt!

    They looked it up via my phone # and that also turned up nothing! After over an hour on the phone they found me in the system. They said they would have to send a "tech". As I gave them all my info and answered the series of questions they tell me that their system was down and that they would call me within 3 business days! Today is Tuesday 5:33 AM and the call was made last Thursday! I am up because of the back pain this $1400 mattress has caused! I will call again and see what is going to happen...wish me luck!

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    Customer ServicePunctuality & Speed

    Reviewed May 15, 2015

    We ordered a dining room furniture from the Macy's Furniture near us. After some discussion with the sales person, were decided to buy the table, 8 chairs, and buffet. We were* (not anymore) on the fence about the china cabinet. To assist you identify the issues, PROBLEMS ARE CAP LOCKED (what a guy). A week or so passes from purchase, the boxes are delivered through the Macy's delivery service. After unpacking is complete by the 2-man crew, we review the items and all seems okay. The next morning, the sun hits the table to reveal SCRATCH marks about 2-3' IN LENGTH; enough to make Hugh Jackman jealous.

    We did find this odd, and hadn't notice the day of the delivery because the lighting was different at midday and the scratches are all but invisible from certain angles. TO FIX, WE ATTEMPTED TO use the store product that came with the table, thinking it may be a surface scratch from the card board the table came in. TO NO AVAIL. We then employed some 'maybe logic', like maybe if we buff it with a microfiber cloth it would maybe disappear. Nope.

    We called Macy's to lodge the complaint (1st call) with customer service about the table and learn of our options at that time. Certainly a replacement could be ordered?! Did I forget to mention that 1 OF THE 8 CHAIRS had a leg 1/2" SHORTER than the REST. It was sufficient that the set had a western vibe (leather on wood, with metal stippling [awk]), but we felt the EXTRA RODEO experience of WOBBLING might be a dash more excitement than we need. So, we put it to a vote. Lo and behold, it passed 2-0. 2 against keeping the chair, 0 for Rodeo chair (poor chair).

    So, just to recap we've ordered 1 new table (originally delivered top scratched) and 1 new side chair (rodeo leg). Fast forwarding over one month from the initial phone call (YES, 1 MONTH), I found myself taking a 2ND DAY OFF WORK waiting patiently for the delivery of what by now had long been a sore topic and unresting issue. We thought this chair was our FINAL MACY's RODEO. BIG NOPE.

    The level chair replaced my rodeo chair but the level chair was 4 SHADES LIGHTER or 1-2 healthy coats of stain away from matching the rest of the chairs. So let's re-total the chair scorecard. Rodeo Chair 0, us 2… new chair 2, us 0. This stinks, we're BACK TO SQUARE 1. Wait, gets better. What do we do with a noticeably lighter chair? Or so the thoughts in my head spun as the workers unpacked the table top (YES, JUST THE TABLETOP, NOT THE WHOLE TABLE AS MACY'S HAD SAID, remember call #1).

    I digress. To answer the question: You match a light chair with a light table. It was like the sun rising when the tabletop was revealed, and the sun setting on my month long dream of having a place to eat that matched, that made sense, that we expected initially, that didn't have scratches, that didn't make me (us) feel like we're on a rodeo, that didn't make have to later write this… that… that… that...

    Again, to recap what arrived: A NOT-SO-STAINED-WELL chair and NOT-SO-STAINED-WELL Table top. Great, I thought. All I have do now is sand and re-stain the pedestal, 7 chairs, the buff... wait. Why am I doing this. NOPE. Let me call Macy's to see if they can at least address WHAT THE ** IS GOING ON. NOPE After calling the first customer care #, (we shall call this call #2), I spoke with 1 Rep and 1 Manager, that confirmed the DELIVERY SERVICE DOES NOT INSPECT furniture until it's sent out for the 3rd time. Seriously, someone need to tell Macy's the whole "3rd times the charm" doesn't apply to customer service. Would you wait until you're on the ropes to care about a core competency?

    Just to make sure you're following me - the Macy's delivery service does not check to see if the furniture is to standards before delivering. So where is the money going for the delivery fee??? They don't wait until the first complaint (requiring a 2nd delivery). Instead, they play it slow and dumb, waiting for the second complaint (requiring a 3rd trip). I suppose they bank on people being so frustrated that they give up.

    DON'T GIVE UP THE DREAM. And yes, the delivery men acknowledged the table top (i) doesn't match (ii) the chair doesn't match, and (iii)... isn't that enough?? So now, I'm waiting for my wife to return home to discuss matters further. We may just return the entire set and request a refund. I did speak with a friendly Customer Service Rep (eventually) who lamented with me. I made him feel so bad, that I felt bad, telling our story, which in a nutshell: When you buy a product you want 2 things - (a) a good product and (b) the warm feeling that it was a good decision. In this case MACY'S HAS LET US DOWN ON BOTH PRODUCT AND SERVICE.

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    Coverage

    Reviewed May 14, 2015

    Well what can I say. Macy's sent out a company with a D- BBB grade. Was not the company's fault. They did what Stearns and Foster make them do during a check so the bad rating is from customers who always get told their bed is fine. The string test showed many 3-inch depressions because I have been trying to move are to find a flat spot. Crazy because this bed is only 3 months old and I spend 3K on it. Then he took out a big flat square of plastic and put it over the depressions and said it was flat! LOL. Guess I need a plastic cover! Don't expect to ever get your money back or an exchange from Stearns and Foster or Macy's.

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    PricePunctuality & SpeedStaffProcess

    Reviewed May 12, 2015

    I do not remember the exact date I purchased my furniture. However, I did purchase the seven year warranty package called "worry no more" on a couch, love seat and wedge. The couch and love seat were recliners. It was wonderful furniture that my husband and I purchased at the Brookwood location in Birmingham, Al. ** was the sales person in the furniture department. I was very reluctant to spend over $700 on a warranty, but my husband insisted because of the mechanical parts. After approximately two years, the electrical motors started going out. We contacted Macy's through their customer service center and initiated a warranty claim. It took about a month for Macy's to schedule a representative to come to our home to inspect the furniture. He said on the spot that our furniture was completely irreparable. We were told to go to any Macy's furniture department and pick out some new furniture.

    The total cost of the original furniture would be deducted from any replacement furniture. The original cost of the furniture we initially purchased was around $3,000.00. The new furniture we selected was over $6,000.00. Macy's deducted the original cost of the furniture and applied it toward the purchase of our new selection. The whole process took about three months to complete. From the day we submitted the claim, to the day that Macy's delivered our new furniture took about 90 days. It took so long because we live outside the standard delivery area. An outside delivery company handled the delivery and removal of the furniture. I can only say that Macy's has been honorable and a pleasure to deal with. I understand that certain challenges were time consuming, however, we live outside the standard delivery area and things were a little slow. I will continue to purchase furniture from Macy's. They have high quality and stand behind their products.

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    Sales & Marketing

    Reviewed May 12, 2015

    For one year keep giving us all kind of excuses in order not to honor the warranty (which we were almost forced to buy). If I could give a zero star I would!!! Worry No More is a scam! Shame on Macy's for allowing Worry No More treat their consumers like this! Don't you read the reviews???

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    Customer ServicePrice

    Reviewed May 7, 2015

    When we got delivery, we did not have an option to select different time. There is no human being you can talk to. It's all automated. We got different color of table compared to what we saw in store. And this is worst customer service ever. They charge 15% restocking fees and don't give delivery charge as well!!! Useless... there are so many other stores which sells good furniture and provide good customer service. We are stuck with the table which we don't like!!!

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    Customer Service

    Reviewed May 6, 2015

    We purchased a mattress which we decided was not suitable for sleeping. We returned the mattress under Macy's mattress return policy. The old mattress was picked up on April 22, 2015 and the new one was delivered by the same truck. Today is May 6, 2015 and my account still hasn't been credited. In this day and age two weeks is ample time to issue a credit. Customer service has been absolutely worthless in helping me with this problem.

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    Installation & SetupReliability

    Reviewed April 30, 2015

    We bought a Gino reclining sofa & loveseat a year and a half ago. Last fall, right after warranty over, one recliner stopped working. Since I had bought their extended warranty through Uniters, I called them. They came out & said they would order a new battery. Long story short, after 4 more months of a non-working recliner, they come to install the new battery & it's defective. They DO NOT stock these batteries even though they sell a warranty. I complained to Macy's. They no longer carry the product & wanted me to pick out a new sofa only. Then my sofa & loveseat wouldn't match. After complaining they offered me a credit for the amount of both pieces to be applied to a new purchase at their store. They would not credit tax or the service plan so we are out over $900. This is so UNACCEPTABLE. I have shopped at Macy's since they opened & will stop shopping there now.

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    Customer ServiceStaff

    Reviewed April 29, 2015

    We purchased the WorryNoMore warranty and were told if we do not use it then to call and we will get a credit back to our account. We had to wait 7 years and then call. Well I waited the 7 years and called but since I did not call within the 90 days, I was no longer eligible for the credit. Since I had waited 7 years and 6 months, they would not give me any credit and the lady was extremely rude about it. Apparently you need to memorize the exact date of purchase for your items and ensure you are within the time frame. They will not send you a reminder as they don't want you to get a credit. Had I even been within the 90 days I would have only been able to use the credit in the furniture store for 90 days. Such a rip off and waste of money and time. Will never use WorryNoMore again and am extremely displeased with Macy's for offering it.

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    Himanshu increased rating by 1 star.
    Customer ServiceCoverageSales & MarketingStaff
    After a positive interaction with Macy's Furniture, Himanshu increased their star rating on July 2, 2015.

    Updated review: July 2, 2015

    The issue was eventually resolved through MACY -- service manager. So, it wasn't that bad -- but, I really had to go through many phone calls and disappointments.

    So, ZERO for worry No More, and 9/10 to MACY (Macy is great!).

    Original Review: April 21, 2015

    As others here have written, my experience has been no different. The warranty service that Macy's employs (WorryNoMore/Uniters) is a total scam. My experience: I bought a $3500 leather couch with the WorryNoMore warranty in 2012. Had a ballpen stain recently. Filed a claim. Tech came. Failed to remove the stain. The tech recommended replacement of the seat. Had me speak to a manager (from WorryNoMore) who said they will order the seat in 1-2 days. Then, I don't hear from them AT ALL for 20 days (I was busy with an emergency, so didn't bother for 20 days). Then, I call. They said its not covered (some argument about a stain vs scratch). This itself is outrageous. The only person who came to see the couch recommended replacement and they completely changed his recommendation on their whim.

    Their fraudulent ways don't end there. I ask them for the copy of the report that the tech had me sign before leaving. They REFUSE to give me that paper! Finally, the tech actually had damaged the area in an attempt to remove the stain but I didn't worry about filing a claim for that since they were going to replace the seat anyway. When I did inform them (after 20 days of initial tech visit) and asked to JUST FILE a claim, they REFUSED to file the claim (saying they won't consider it anymore). As many have mentioned here, the warranty service employed by Macy's is TOTAL SCAM. The couch itself is not bad, except that it had to be redelivered multiple times (there was always some scratch on it). I'm still investigating/trying to resolve the above through Macy's Furniture manager. It has been 10 days, let’s see if anything happens.

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    Customer ServiceStaff

    Reviewed April 20, 2015

    My girlfriend and I finally agreed on a sofa for the house while visiting the Ross location in early March. Prior to placing the order it was understood that the delivery date of the sofa would be somewhere around April 22, 2015 or before due to a backorder status. I was fine waiting for the sofa to arrive as it allowed me to ready up the house before it would arrive. I received a phone call Sunday April 19th informing me the sofa was in and ready to be delivered. Monday April 20, 2015 I get another phone call stating they had oversold the sofa from the warehouse. My new expected delivery date is June 13th, 2015 and a new order was placed with the manufacturer in the form of a purchase order.

    After speaking with an agent, they offered me a whopping $50 gift card and the opportunity to wait in the back of the line for the sofa to arrive in the warehouse for. I CANCELLED THE ORDER IMMEDIATELY AND VOW TO NEVER SHOP AT MACY'S AGAIN. I'm 28 years old and a regular shopper however this experience has jaded me for life.

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    Customer ServiceCoveragePrice

    Reviewed April 16, 2015

    I purchased a hide-a-bed Chair from Macy's Online, I also purchased their protection plan "No Risk with Worry No More" which was not cheap. I normally don't purchase extended warranties but since I was purchasing this piece of furniture online I thought it was a good idea. I purchased this chair in Oct 2013 and it was delivered Oct 31, 2013.

    I sent a letter to Macy's telling them how cheaply it was made. I live by myself. I weigh 160 lbs. I have 2 small dogs. Both are less than 25 lbs combined. I have hardly sat in this chair. In less than a year the cushion sags in the middle like a 400 lb person camped there for a year and the back cushion looks like gravity is sucking back into the earth. I have written Macy's and they said they wouldn't do anything because I hadn't filed a claim with the "No Risk with Worry No More" Protection Plan. Unlike Macy's customer service, I can READ...That Warranty Plan does not cover construction! It covers accidents. I even offered to pay them $500.00 to get the crap out of my house.

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    Customer Service

    Reviewed April 15, 2015

    I purchased the Ricardo sectional from Macy's in February 2015. I was told the day of the purchase that the sofa would not be delivered until April. On April 11, 2015 the truck came to deliver the sectional, however they delivered a very used sofa. There were scratches and the bottom of the sofa was busted open. I paid for a BRAND NEW SOFA. Then the leathers on the sectional was two different shades of brown. I sent all of it back with the driver. They offered me $175 gift card and stated they will send out a new sectional.

    After two days, we received a call stating that now the sectional will not be in until June, which is another month from now, and I got rid of my old sofa and I have an event in May that I was hosting in my home. Now I have no sofa in my living area. I really want this sectional because I change my home decor to fit this sofa I was told I was receiving in February. I now have no sofa for my family room and I had an event planned in May at my home and all they claim they can do is Macy dollars. This is the most unprofessional furniture store I ever done business with and I never buy any piece of furniture from Macy's again.

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    Customer ServiceCoverageSales & MarketingStaff

    Reviewed April 4, 2015

    Ordered a sofa and matching chair in 2013. Because the color we wanted wasn't in stock, it was considered a special order (which meant WEEKS out). As we approached the delivery date, I was given an email from Macy's there was something wrong with the order. When I emailed back, I was told 2 different stories. One was there was a flaw when they put the couch together, another was it was the same story, but for the matching chair. Both stories meant a delay in when the couch would be ready and delivered. Never did I get an offer of any compensation, nor did I ever hear from our sales guy. It was pushed out a SECOND time, again, no compensation offered. I canceled the chair order, they compensated me for delivery.

    About a year and a half later, our cushion cover comes apart at the seams. I call our sales rep. to find out what to do, email him, never hear back. I call Macy's horrible phone tree, they send a tech out to approve the repairs, he does, even takes a picture, tells me it's covered. While here, he has me speak to a Macy's rep. telling me they'll send us a new cover, it too will take weeks, but that it's under warranty. About 2 days later, I get an email telling me that manufacturer is unable to fulfill the request, no explanation. I call Macy's to yet again be told a different story, that our particular repair isn't covered by warranty. I call them to find out what to do, they have no solution. I am given the name and number of the manufacturer, call them, after 2 rings get disconnected multiple times. Thanks for the customer no service, Macy's.

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    Reviewed April 3, 2015

    18 months ago I purchased a $4,000.00 Stearns and Foster mattress and box spring from Macy's Furniture Gallery, Oak Brook Illinois. The mattress has developed sunken dip in the center and Macy's refuses to replace it, yet the mattress supposedly carries a 10 year warranty. Macy's is only concerned about the initial purchase and not about customer satisfaction or longevity!

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    Customer Service

    Reviewed March 29, 2015

    We purchased a sectional from Macy's the day after Thanksgiving 2014 (Black Friday). We were told delivery would be January which we agreed to. January gave us time to rid ourselves of old couch making room for new. It is now the end of March almost April and no couch yet. We have called multiple times and they gave us 10% off $2999 and $150 Macy gift card. Our family all agreed on and love the new one and are scared to pull out in fear of not finding a similar piece. I feel at the mercy of them because the sectional is sold exclusively at Macy's. Are we the only family going through this? Do they always hold furniture hostage like this? Why won't any say what is really going on?

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    Reviewed March 27, 2015

    I bought a display model sectional couch set for 1600 dollar in Macy's store Hampton Virginia, excellent condition. After pick up two corner sets were broken in 2 pieces, cracked. The material under the couch was ripped and dirty on all 6 pieces! Wood legs were changed out with plastic which I saw after delivery. I believe they change out the good parts with the bad. Macy's refuse to return because it was a display model. STORE FRAUD. I am still paying for these pieces of broken furniture.

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    Customer Service

    Reviewed March 23, 2015

    We received a new Sofa from Macy's. After one day we noticed that one of the back pillow (The sofa had two fixed pillows) is in almost 3/4" in angle. We called Macy's and in a week they had an inspector, which told us that he sees how bad it is and he took pictures. Week pass by we called. The respond was this defect is within the manufacture limit, nothing they can do. WE were Macy's customers for 15 years. THIS WILL BE THE LAST TIME WE BOUGHT FROM MACY'S.

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    Customer Service

    Reviewed March 19, 2015

    When they delivered the couch, there was missing a piece and all the furniture was damaged. All the seams were open, wood frame was broken, staples coming out. MADE IN TIJUANA MEXICO. NO QUALITY CONTROL. I was on the phone with customer service for 5 days and given the runaround. PLEASE RUN AS FAST AS YOU CAN. DO NOT BUY FURNITURE AT MACY'S.

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    Customer ServiceStaffReliabilityProcess

    Reviewed March 19, 2015

    I purchased a mattress and box springs 2 years ago from Macy's and purchased the Worry No More Warranty. I called them January 24th, 2015 and reported that my mattress was sinking in the middle (again) and they sent out a representative and they confirmed the sagging was more than their guidelines and they agreed to swap out the mattress. They had previously swapped out this mattress 2 years ago as I had the same sagging issue.

    I went into the Northpoint Macy's store to reselect and fill out paperwork. This was on January 24th. The transaction was a nightmare from the beginning. When the delivery men arrived the following Saturday, all they brought was the Box springs. NO mattress. They called in to let their supervisor know there was a mistake and they were going to temporarily leave my mattress and box spring so I would have something to sleep. I called the store to find out what had happened and somehow the salesman had gone back into the transaction and cancelled the mattress for some unknown reason. We had to start all over again.

    Two weeks later they re-delivered the mattress, as the following week, they were out of stock on the mattress. (Box spring was left in my bedroom previously so they wouldn't have to take it back.) The delivery men called their supervisor to let them know they had picked up defective mattress and boxspring. I was told I would be receiving my credit back $1260 within a few days.

    It has now been 2 more months and I still do not have my credit of $1260. Even though I received a confirmation email from the furniture manager of Macy's Northpoint Mall stating I would be a receiving credit refund of $1260.00 and it would take approximately 72 hours, In their store, I was told because they were sending out another mattress and box springs, they FIRST had to charge my account, and as soon as the defective mattress and boxspring was picked up I would receive the $1260 credit back to my account.

    I have been told every imaginable story by their customer satisfaction team. Anything from they are processing the transaction over again, they sent it to the wrong bank, account numbers were input incorrectly etc. and the best one was they credited $200 back to an account, that never even existed. They even attempted to tell me that the mattress and box springs I had previously were not ever returned! I have been passed from supervisor to supervisor. I have been promised returned calls and updates and hear back from no one.

    Repeated emails go unanswered. Calls are passed from associate to associate with no resolution. I have asked over and over whom I need to speak with to get this taken care of. Who is their supervisor's supervisor? They each can see the previous person's notes in their system and no one wants to get involved. They want to pass me back to another supervisor that won't even return or acknowledge calls.

    It is beyond comprehension how totally unprofessional and un-satisfactory this process has been. I wonder if $1260 was charged on each of the un-helpful associates personal credit card, how they would respond. The vast majority of people do not have an extra and unexpected $1200 sitting around to let a huge corporation like Macy's take advantage of. This is totally unacceptable and extremely disappointing to have to succumb to legal action to get my money back. MACY'S FURNITURE AND BEDDING BUYERS BEWARE!

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    Customer ServiceCoverage

    Reviewed March 19, 2015

    I purchased a mattress from Macy's a little over a year ago and it is already sinking. To start, the whole purchase experience was horrible, their employees do not know what the warranty covers and restrictions. I called for someone to come out to evaluate the mattress, they took a lot of pictures and measurements and I never heard back! I called Macy's and they stated that the warranty only covers the mattress if it is sinking more than 1 inch. Well my mattress was sinking 3/4 sink! The mattress is completely uneven and uncomfortable to sleep in. I do not understand how something like this happens on a new mattress. SO they refused to do anything and told me nothing was covered. Now I am stuck with a $900 mattress that is uncomfortable, uneven and I cannot get a good night's sleep! I feel completely ripped off and did not expect this type of service.

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    Customer Service

    Reviewed March 11, 2015

    I bought Macy's leather sofa from San Mateo Macy's Furntiture and I was promised by the Sales Associate that I will get $100.00 off the price when I open a new credit card account. That never happened after I got my first statement in the mail. I called up several times Macy's Furniture, Macy's Credit Card company and was given the run around from one person to another. Horrible Customer Service. It is very frustrating to talk to their Customer Service from Credit Card company who have no clue what is happening in the Furniture section and the sales guy making these deals, promise you things that do not really happen. Well after talking to them 5 times they have promised something in my next statement. Need to wait and watch if that really happens.

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    Customer ServiceReliability

    Reviewed March 6, 2015

    I purchased a Beautyrest black mattress in 2013 with a 25 year old warranty. The mattress is a pillow-top that includes memory foam in an internal top-layer pocket. The mattress sinks tremendously on the left side. I am unable to sleep on the mattress. I called Macy's to have a mattress inspection. Macy's called a third party, US Quality to inspect the mattress. I believe they call a third party, so they can't be held accountable or legally for the outcome.

    Macy's had the mattress inspected. They use two methods when inspecting the mattress: First they use a string method that measures the compression. This method does not work when inspecting a memory foam top because memory foam naturally compresses down, but then after conforming, it gradually rises back to its original level. No matter how faulty the springs and internal components of the mattress, the memory top pocket will not reflect the issues because it will rise back up to the original level. You can lay on the right side of the mattress and it will be fine, but when you lay on the left side, you will sink down at least five inches. After getting back off the bed, the memory foam will return to its position.

    Second, they do a compression method of testing. This is where the inspector pushes down on the mattress with his fist, then snaps a photo of the compression. This is completely ineffective because he snaps the picture as the foam rises back up. He doesn't take the picture when the foam is completely compressed. My inspector just randomly, or more like intentionally snapped the photo as the memory foam almost completely raised back to the original height. This method only calculates the foam and not the internal mattress.

    I was told later by Macy's that the mattress was fine. The mattress is not fine. I am unable to sleep in my bed with my wife because my mattress sinks so low like I am at the bottom of a hill. When speaking with Macy's I was told that the mattress is fine. Well, the mattress is not fine. I am sleeping on the couch not fine. I think a jury or any person that wasn't commissioned by Macy's will conclude that the mattress is defective. It's basically like the NFL doing internal investigations using their own source to objectively force an outcome. It's impossible to have a fair outcome.

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    CoverageStaff

    Reviewed March 3, 2015

    I purchased a dining set with the Worry No More warranty that offers an accidental protection plan that cleans spills on chairs. I called Dec 22 to make a claim for a recent spill on the chairs from a party. They were unable to send a person until Feb 20 to review the condition and decide if it would be covered. They decided then that it looked like an accumulation of stains. There was no accumulation - just the one event. They won't honor my claim. From Dec 22 to Feb 20 while they delayed sending a tech, did they expect no new spills? Do they not realize once a sticky substance is spilled and people continue to sit there that it just attracts more dirt?

    Also, it took so long to get a tech because they claim that a person only comes out 2 days a month - no consideration for a person's work schedule. I had to take a vacation day from work to be home for the tech person...only to have this denied. Do not purchase Worry No More. It is a false protection. I would love if someone could gather the statistics of claims filed and claims accepted as it seems their focus is to deny as many claims as possible to keep costs down.

    I also filed a claim for the top of the dining table. There is a small series of 3 scratches from a trivet pulled on the tabletop. This is also supposed to be covered. The tech claimed the whole table is covered with scratches so the warranty is denied. I disputed the claim and sent a picture of the table showing them there are no scratches other than this small area. They refused to consider it. Essentially though, while I am 3 years into this 7-year protection plan, I cannot file any further claims as they will always say there is some issue that prevents them from having to follow through. It has been a worthless purchase.

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    CoveragePunctuality & Speed

    Reviewed Feb. 28, 2015

    I was told that the WorryNoMore Plan covered everything if they couldn't fix or they would replace. I purchased my new leather sofa in May, it was delivered in July and the following March it had tears at seams. We called - they came out took pictures and the guy said this should be all replaced. About 3-4 weeks later I still had not received any info at which I wrote to which they replying that it was not covered. This couch was not even a year old. Now we have two more tears not even a year later and I will be calling today. This was the biggest rip off for things not being covered. I do not think I will ever buy from Macy's furniture again and/or the WorryNoMore coverage!!!

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    Customer ServiceCoverage

    Reviewed Feb. 26, 2015

    I purchased Worry No More and it has been a complete joke. I've tried to get them to replace a cushion cover since June of 2014. My 1st contact with them went smoothly and they agreed to send replacement cushion cover. After waiting 12 weeks, I received a bottom cover instead of a back cover, which I specifically requested. I called again in Nov. and they agreed to send the BACK cover. Skip to 14 weeks later, I call to inquire about the status, since I've never received anything, and the claim WAS CLOSED and they were unable to help. The claim was closed because I failed to contact them and not receiving product! And they won't allow you to reopen or place new claim about the same problem! A complete rip off! I'm also calling Macy's to complain.

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    PricePunctuality & Speed

    Reviewed Feb. 18, 2015

    I have always disliked the quality of stuff at Macy's. I'm not always crazy about their items etc. Sadly, I decided to purchase a furniture set there. The mistake I made was not canceling my order before it was delivered. I thought I would have more time to think about my purchase but it got delivered so quickly, I was out of luck. Now I have to deal with throwing away a total of $185 (non-refundable delivery fee) which is okay, but to add the restock fee for the whole furniture set? That's $400 more= $600 of a total loss and mistake on my part.

    Yes, I should have waited and not be pressured to make a decision like this so quickly. But it's horrible that they can't reduce the fee by at least half or if I'm lucky to $100, but paying $400 to get rid of something and get my return? I'm overwhelmed and sad trying to figure out how I can afford to make up for this horrible mistake. I do not want to keep the items because the drawers are defected even if they were fixed, or replaced all of them will never really be perfect the way the drawers are constructed they will. 50% of the time the drawers will come out fine and slide out the way they should and the other 50% will be different.

    Now I'm more scared reading about the 'worry no more' plan that in the future, fixing things will be an issue. I wish I had seen all those comments below and I would have never even bought something like this at Macy's and would have taken more time to think about it. The restock fees are just so steep when it comes to larger purchases. There should be a maximum of fee that it can't go over, like no more than $200 for larger purchases.

    All I can say is don't make quick purchases for large items, and make sure you check details on receipts on extra fees if for some reason you might change your mind. But also, I prefer JCP and or other stores before ever going to Macy's. Macy's is just not the place to go. Trust me, it's not worth it. I'm thinking of just finding a way to pay the difference because it's not worth it to me to keep it.

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    Customer Service

    Reviewed Feb. 12, 2015

    Almost impossible to reach Worry No More dept. They state that a contractor will call within 5 days. You never hear from them again. I will never buy anything from Macy's again. I have had wonderful response from Sears - they are organized and stand behind their products. Once Macy's gets your money they are finished with you. Good luck! They stink!! They used my phone number to locate the sale. I hired an electrician to fix what I paid to them to fix. They are a really terrible company to deal with!

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    Customer ServiceSales & MarketingStaff

    Reviewed Feb. 11, 2015

    Mattress smells like chemicals. I had a really bad experience with Macy's mattress department. Customer service is Great, Sales are great. Once you get your product. Everyone is so rude, does not want to help! I am really upset because I have an everlasting issue with my purchase, and no one seems to help :-(

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    Customer ServiceCoverage

    Reviewed Feb. 3, 2015

    I am so disappointed and have that general dirty feeling of having been ripped off. I purchased a Worry No More Warranty for my white leather sectional couch because the salesperson told me it covered scratches as that was my main concern. When trying to convince me to purchase the warranty, he went into an elaborate story about how one of his former customers bought a couch from Macy's and her dog scratched the leather in multiple places and Macy's gave her a brand new couch under the Worry No More Warranty that she had purchased.

    Now looking back, this was clearly a lie because "Worry No More Warranty" does not cover scratches on leather as they just stated to me on the phone. It is hard for me to determine who is liable for the fraud in this case as Macy's is misrepresenting the Worry No More Warranty. When I contacted Macy's, they said contact Worry No More and when I contacted Worry No More, they said that Macy's is the one I need to go back to for making false statements about the warranty.

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    Customer ServiceSales & Marketing

    Reviewed Feb. 2, 2015

    We bought a sectional and an Ottoman from Macy's store in Indianapolis, IN on May 22nd 2013. This cost us about $5000. The sales lady convinced us to buy insurance from them that will cover the furniture for "anything", even if the kids scratched it or even if it tore or was damaged for any other reason. That made sense to us since we have little kids so we bought the insurance. Its from " Worry No More". What a profit maker that would be and I would buy their stock if I could as they DON'T TAKE CARE OF ANYTHING.

    We have called them 3 times and they send someone over who would want to put some random color on the couch to take care of the discoloration, and upon my saying that we are not comfortable with that since we have little kids he said ok and left. Then we get a call saying we declined their service. Now the Ottoman broke when one of the kids sat on it. The insurance company said it was because of misuse and they are not responsible. The guy who came to look at it didn't even bother to put the ottoman back together. Macy's this whole while is refusing to do anything and points towards the insurance company. This whole thing is a scam and they don't care one bit about the customer once the sale is done! I would not use Macy's ever again and will also go to BBB and to other websites to insure no one goes there anymore.

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    PricePunctuality & SpeedStaffReliability

    Reviewed Jan. 28, 2015

    Bought a Firm Serta foam mattress and after 3 weeks no longer firm and the. It got lumpy. It has a 90-day return policy. I went to the store and they said I had to have a technician come to inspect it and validate my claim. I had to wait 10 days and 4 Chiropractor visits later they tell me not defective. They were willing to waive restocking fee but made me pay $75 pick up fee and won't credit my money toward another mattress but will make me wait 5-7 business days to get my money credited to my card.

    I wanted to get a different mattress, actually more expensive, and they refuse to credit my money toward this new mattress, which means I have NO MATTRESS for over 1 WEEK or MORE till I can get the money back to buy one and then wait. Who knows how many days to get a new delivery date! Had to wait 9 days the first time! They were not considerate and do not care that you have no bed to sleep on. Now I have suffered for 5 weeks with this mattress and will suffer another 10 days at a minimum. They offered me no solutions. Totally unreasonable to not credit my money. I will not purchase from them again and will go somewhere I can get my mattress delivered the same day and my money credited!

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    Customer ServiceCoverageSales & Marketing

    Reviewed Jan. 27, 2015

    Bought dining room recliner. Less than 1 year and top of table would show discolored marks. 1st time company sent someone to look at the table and received a letter stating it's wear and tear. Recliner now has discolor on arms and we are told not covered. They never sent anyone to look at the recliner. Spoke with Macy's and all they do is tell us to call WorryNoMore. This company is the biggest scam I have ever seen. Macy's should be ashamed to constantly try to talk customers into buying this protection and then wash their hands of everything. At this point I not only recommend for customers NOT to buy this scam I also at this time I would tell them to NOT buy from Macy's for pushing customers to buy this SCAM and not taking care of their customers.

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    Customer Service

    Reviewed Jan. 27, 2015

    I purchased a Serta, suppose to be a plush mattress 4 wks ago. And first of all, I believe there is a defect in the springs at the end of the bed and I wake up with the most horrible backaches. This mattress is NOT PLUSH!!! It is firm!!! Called customer service, which were very unprofessional, and told me about the restocking fee of 15%, pick up fee of 75.00 and were not going to refund the delivery fee!! They are more concerned in telling you the fees instead of hearing what the problem is. Really Macy's, this is how you satisfy customer's complaints. I will be fighting this tooth and nail, they will NOT get away without a fight. Also too, I never got a complete invoice showing what brand of mattress I got.

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    Reviewed Jan. 26, 2015

    I purchased a sofa in 2007. I purchased the Worry No More warranty and was pleased I never needed to use it. I just called about the warranty credit because I never used the warranty. I found out there was a 90 day window between May 2007 through August 2007 to request the credit. It is Jan 2015, I didn't receive any notice in the 7 years of the warranty to remind me about the time to claim the credit. I guess I just threw that money out the window. What a rip off!

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    Customer ServiceCoverage

    Reviewed Jan. 24, 2015

    Purchased a leather sofa and reclining chair in 2011. At the time of purchase we also purchased the "worry no more" premium plan & was told "it covers anything and everything" for seven years. Fast forward to Jan 2015 and the recliner pull snaps off and we can no longer recline our chair. I call the warranty company and get told that our particular issue is "structural" and not covered under the warranty. We paid almost $450 for this warranty ($188 on the chair, and $249 for the sofa). We would have been better off not to get the warranty and just pay for repairs when and if they arose. We will now go back to the original store and speak with a manager but I don't have high hopes that even that will have a great outcome. Save yourself the hassle and buy furniture & a warranty elsewhere!

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    Stephanie increased rating by 3 stars.
    Staff
    After a positive interaction with Macy's Furniture, Stephanie increased their star rating on April 25, 2015.

    Updated review: April 25, 2015

    I am so pleased to announce that Macy's ultimately stood behind their products. In my previous review I stated that I purchased two Kenton sofas from Macy's February of 2014. I was unsatisfied with the wear of the sofas, so in February of 2015 I contacted Macy's to have an inspector come out and inspect them. This man was a jerk! It's was a very frustrating battle from then on.

    After spending hours of dealing with many customer service agents, I finally sent a certified letter with pictures to Macy's Inc, Customer affairs in Ohio. Within one week a gentleman called and I am getting a full refund for my purchase. My faith has been renewed.

    Original Review: Jan. 18, 2015

    I purchased 2 Kenton sofas February of 2014. I am so dissatisfied with them. There are only 2 working adults in the house, so they have not been used or abused. The structural support is failing, the fabric is fraying and both the back and bottom cushions have lost all of their form. Any tips, names or numbers on whom I should contact first? I am not looking forward to this at all. Thank you and Cheers!

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    Reviewed Jan. 12, 2015

    We purchased a high end Serta ISeries Mattress from Macy's in October, 2014. We were willing to spend about $3000 on this mattress set because of the Serta 120 day worry free home trial period. We're just over 90 days in and the mattress still stinks (it has from day 1) and it's starting to dip and get depressions, so I contacted Macy's today about exchanging the mattress and was told "there is a 15% restocking fee and a $75 delivery pick up fee". This doesn't sound anything like a 120 day worry free home trial and why does Macy's restock mattresses. Now I worry that the "new" expensive mattress we got was returned or restocked by another person. We had been planning to buy all new leather motion sectionals and recliners from Macy's but I will never buy from Macy's or Serta again.

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    Customer ServicePricePunctuality & SpeedOnline & AppStaff

    Reviewed Jan. 12, 2015

    I'm glad there are outlets like these to voice concerns and complaints. I submitted a similar complaint regarding my experience to the Macy's home delivery section on their website to only not have it published. Discrimination at its best. I ordered a 5-piece Radley sectional sometime in early, mid-November not to have it actually delivered to my home until early January. The piece was not custom made and originally said to be in stock. After endless calls about delays, etc. I was finally scheduled to have delivery a day or so before Christmas with my 2 hour time frame set. I work at home and received a call almost 1 hour prior to the beginning of my scheduled 2 hour frame stating that the delivery men were on their way. Since I was home already it wasn't a big of a deal but still a little unprofessional I though.

    I accepted delivery and two young men proceeded to attempt placing the largest corner piece in my basement. After about 1-2 minutes of trying to get it through the basement entrance they said it couldn't fit. Note that at the time the gentlemen did not remove any of the packaging or the support legs. So I asked would it be beneficial to remove at least the packaging and they said it wouldn't matter. I trusted their judgement at the time and called my sales rep. He called me back about 20 minutes later asking "did they remove the packaging and legs" and I said "no they didn't." He stated that they should have and elaborated on how this situation happened prior to other customers where the deliverymen failed to do their due diligence in getting furniture in the customer's desired location. So I pleaded why don't they come back out here and try again the same day only to be told that delivery could be set up early next week.

    At this point I was furious and saw similar complaints online and called customer service only to hear that they would offer a gift card and that they trusted the judgement of their deliverymen. I cancelled the order and looked elsewhere to find my sectional. My salesrep called me back and stated that they would be right back out within 1-3 days and convinced me to reactivate my order. The 1-3 day time frame was further pushed back until after New Year's as expected. I told my salesrep that I wanted the new delivery men to be abreast of the prior situation so that we would not have a repeat of the prior situation. He insisted yes they would be aware.

    The day of delivery they called 2 hours earlier before my scheduled delivery time and luckily I had not left the house. Again unacceptable. Once arriving, they had no knowledge of the prior delivery and I told the young men in advance to remove the packaging which they did. After trying about 3 minutes or so they stated that they could not fit it through the door. I suggested moving the leg support and they objected immediately stating that it wouldn't matter and that they would get in trouble. I called my salesrep with high frustration and I told them I would remove them myself. After back and forth, the young man called Macy's himself to get authorization which he finally did.

    Amazingly, the furniture fitted just as expected after removal of the legs. The absolute worse customer and delivery service I've ever encountered and I shopped at various stores in the DC/metro area. In my review I recommended that the furniture be obtained via other vendors and the manufacturer was Jonathan Louis. After submitting a customer survey about my experience, an older gentleman called me and was slightly rude. He said he was a delivery manager at Macy's and only told me this after I asked him what his position and affiliation was. He mentioned they took these surveys seriously and I laughed since the same issues have been documented for quite sometime now.

    I might also mention that it was a pain to have the sales amount finally billed to my credit card because it was such a long delay from the day of purchase to the actual delivery. It involved back and forth between my card company and Macy's billing. This was certainly our first and last time dealing with Macy's home delivery service. Note that I am still waiting for these so called "gift cards" and my price adjustment refund. The BBB should take note of the practices being employed by Macy's at this point.

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    Customer ServiceCoverage

    Reviewed Jan. 5, 2015

    I purchased a 3 cushion couch in 2010 in May. In June I purchased a 2 cushion loveseat to match. In both cases I purchased the Worry No More Service insurance. I want to note that the 2 times I called for service... both were denied as covered. After 4 years, the pull on the ottoman side of the couch disconnected. It's not covered. Natural discoloration of the leather - it's not covered. I just want to warn others not to waste their money.

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    Staff

    Reviewed Jan. 4, 2015

    We bought a leather reclining sofa and chair from Macy's on Nov. 21, 2013. We were told to take the protection that we would get our money back at any time if we didn't use it. We are very careful with our purchases and knew we would never use it, but agreed. I, now, need a new mattress. I was going to buy it from Macy's. I asked about the Worrynomore policy and was going to use it towards the mattress. I was told it had to be in effect for 7 years and that we would only get store credit back. This was not how the salesperson presented it to us. I will never buy from them again!

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    Customer ServiceStaff

    Reviewed Dec. 31, 2014

    I purchased a bedroom set the first of November. An item was on back order so the date was to be a month later - I agreed. That date came, no furniture. I contacted the customer service AND the salesperson for the furniture. After many emails, the salesperson repeated what the customer service said: "Sorry, it just arrived in Chicago, not Houston, and will be another 6 weeks before you can get it." Of course they said I could cancel the order and they would certainly understand. So easily said... But I had wanted it for Christmas, not the end of January 2015!!! I would NEVER recommend Macy's for any furniture purchases. This was an experienced salesperson. He had to know the policies within which Macy's works, and IF he didn't, shame on Macy's for not sharing. I wanted it so much I actually had driven out of state to get the purchase going earlier! Now my bank has declined the transaction because of the length of "pending." I will have to do the transaction all over again, which probably will not happen.

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    Customer Service

    Reviewed Dec. 22, 2014

    I purchased a king sized mattress set, along with the frame and a pad at Macy's in Austin, TX. They wanted to deliver it at an inconvenient time, so I called the customer service line and thought I had rescheduled the delivery with a person on the phone. The day she told me that it was scheduled came and it was not delivered. Then I went online and rescheduled again. The delivery was scheduled for today. I was not aware that there was a separate order number for the frame and the mattress set. Therefore, they delivered the frame, but not the mattress. I needed the mattress for Christmas visitors. When I called and reported that they had only delivered the frame, I was told they could not deliver the mattress set until the day after Christmas. There was nothing they could do. Then, believe it or not, I received an email congratulating me on the delivery of my mattress! The local store has no control over the delivery process. The answer was to offer me a $50 gift card. Tell that to my guest that now has to sleep on my couch.

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    Customer ServiceStaff

    Reviewed Dec. 4, 2014

    We purchased a Hotel Collection bed a Natuzzi Edition Caruso couch from the Macy's Furniture Gallery at Cherry Creek in Denver, CO. We also signed up for the Macy's card to take advantage of the 12 month 0% financing. After going home and thinking about it, we decided to switch the Mattress to the Beautyrest Whitten Plush as it was cheaper and would arrive sooner. Called the salesperson (George **) who was happy to make the change over the phone and said he would mail us the new receipt. Later that day we were in the area and stopped in to thank him and make sure we were sure about the couch and lie on the bed one more time and picked up the receipt. We are currently waiting for the couch delivery. Honestly, we made our purchase and then I felt lots of buyers remorse and starting doing online research which didn't help my insecurities. I was worried about the quality of the Natuzzi Edition and the Macy's warranty. In the end, this is just furniture and I trust in Macy's to take care of any issues.

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    Customer ServicePrice

    Reviewed Nov. 23, 2014

    I have ordered a 5 pieces couch from Macy's at Nov 2nd. There is one piece waiting to be shipped from L.A. The sale man promised to deliver any available pieces to us before Thanksgiving if the one piece is not able to make it. We have double confirmed this with the salesman and remind him that the date is very crucial for us since we have guests for Thanksgiving. We ok with the arrangement that will shipped available pieces to us first before we confirm the purchase.

    However, we call the store at Nov 21st. They told us that they cannot make it. We ask them about shipping the available pieces, they said they want to charge us more. After a long conversation, they said they will contact LA and call us back at Monday. At Nov 22nd, We found out the price was dropped from 2400+ to 2100+ while we visited another Macy's furniture store near Kent at Nov 22nd. We contacted the Redmond Macy's store to get the price readjust. They say it is illegal to adjust the price. They have to drop our order and reorder. They said our couch will not be able to make it at Dec 2nd???

    We ask them to ship the pieces that available. They said we have to paid more for shipping. We mentioned it was promised by the salesman. But they said it is our fault. This is unacceptable. They make it like it is our fault and they never promise to shipped by Thanksgiving. We are so upset and have to deal with no couch for our guests for Thanksgiving. We are very disappointed to Macy's customer experience. This is the worst experience. Thanks for Macy's to bring me the worst holiday nightmare. I have to ask all my 20 guests to sit on the floor and thanking for Macy's.

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    Verified purchase
    Coverage

    Reviewed Nov. 20, 2014

    The mattress pad in the queen size doesn't cover the entire mattress. It measures 4 inches less in width than what's on the packaging which means the edges of the mattress could get soiled even with the pad in place. I requested a replacement and the second one is no better so now the side of the bed where I don't normally sleep has no coverage. I wonder if using my old mattress pad will void the warranty?

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    Customer ServicePunctuality & Speed

    Reviewed Nov. 19, 2014

    I had purchased a sectional sofa back in September but still waiting for delivery (8 weeks passed). The sales person initially told me that I would get the furniture delivered in about 2 to 3 weeks. Then I got an email from the customer service saying that the delivery would be delayed for about 3 weeks, and yet another email told me another week of delay, which is not even for delivery but availability at their warehouse before delivery. The time frame they promised is passed again and I don't hear anything from them. This is my very first time buying furniture from Macy's, but it will be my last time buying furniture from them. I think 2 to 3 months (not weeks) of delivery time is not really acceptable.

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    Reviewed Nov. 18, 2014

    Our family is having an incredible run-around trying to get a couch/sofa delivered. We couldn't be home an entire day- they don't tell you until the night before what "the window" is and, it turns out the 'the window" is 5 hours long! Who can leave work for that long?! We called to re-schedule and it has turned into one long nightmare. It was supposed to be delivered tomorrow- got a family member to arrange staying here all day. Now we find out tonight that no, it's NOT being delivered tomorrow. If it were up to me I would cancel this puppy NOW. But the fam wants the couch and Macy's promise is to get it here by Thanksgiving (a week from now). God only knows if it will get here. But I do know this I will NEVER even shop at Macy's furniture again. That way I will never order from them again. Good luck Macy's. Your future looks dim. Everyone who sits on the couch will hear about this for years to come.

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    Price

    Reviewed Nov. 13, 2014

    I have been looking for several months for a new formal dining room set. Very unfortunately I found what I really liked at Macy's. I have never had no option to pick up furniture, a way to further save money. I could not believe the delivery charge of $185.00. That is 21% of total cost! I was not told this however at the actual furniture store. The salesman - not personable - said it would "be available Nov 30." When I called to order the same day, I was told the chairs were available Nov 30, the table Dec 20. How ridiculous! When I asked to speak to supervisor regarding this odd scheduling, I was told those dates were only when the furniture arrived 'somewhere' and it still had to be shipped here and could take additional 3 weeks! I was further informed I had to pay sales tax on shipping charge - what? Very frustrating and only because I had been looking for so long I gave in. I hope it looks good and is worth it all.

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    Customer ServiceSales & MarketingStaff

    Reviewed Nov. 8, 2014

    This warranty is a scam. Our leather sofa from Macy's has a button to put up the foot rest. Both of them stopped working. They ask you questions basically coaching you to talk your way out of any service eligibility. Mine broke more than 15 days ago so no service. I talked to the even more smug supervisor Louis. He just repeats a line of script.

    They do not fix any furniture. The people on the phone are paid to worm out of it. I was frustrated because I called about two separate broken foot rests. The couch is L-shaped and both ends broke. They absolutely would not let me make another claim for the other side. They said the call was recorded and the forms can never be changed. Obviously they didn't stop working on the same day. So it's frustrating. Horrible. I can't recall working with a more disreputable company and I will no longer shop Macy's because of this experience.

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    Staff

    Reviewed Nov. 8, 2014

    My wife ordered two auto reclining couches from Macy's furniture in Paramus NJ. She almost bought the "worry no more protection plan" and then I came here and read the comments. One does not need to be a Mensa Scholar to figure out that would be a bad idea after reading these comments. One other thing is going to happen because of the kind folks posting their experiences here; that is when the couches arrive I will fully examine them and try out the automatic recliners and I will not be intimidated by delivery men telling me they need to go.

    Two suggestions I have for all the folks with complaints. The first is don't buy anything with the store credit card, use a major credit card and if Macy's gives you any problem with a refund or BS restocking fee after delivering inferior or damaged product - dispute the charge with your credit card company; if that doesn't work sue Macy's in small claims court and you will get unbelievable cooperation the day after they receive the notice to appear on court. Remember if they go to court they need to be represented by an expensive attorney because they are a Corp. As an individual you are not required to be represented by an attorney and that my friends is a big advantage for you because rather than spend $1000 or more to, go to court Macy's will resolve the issue with you.

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    Customer ServiceSales & Marketing

    Reviewed Nov. 6, 2014

    I purchased a couch at Macy's for around 2000 dollars. The salesman told us he suggests that we take out insurance so we do not have to worry about anything happening to the couch. He said it covers everything..stains..rips.. cushions..etc. So I purchased the insurance thinking if there is a problem at all will be okay. Well stains and a rip around the stitching of the couch were present and I called and somebody came out and denied this claim. My claim number is **. Sadly I went to find your site and there is so much information about the worry no more warranty how it is a scam. I feel somebody needs to review this and call me at **. The salesmen needs to explain correctly about the warranty, he was incorrect with the information he told us. Therefore I feel that this matter needs to be looked at and moving forward to take care of the issues with the couch.

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    Customer ServiceStaff

    Reviewed Oct. 22, 2014

    I do not understand how Macy's can sell or stand behind this program as they do everything they cannot to pay it and then ignore your phone calls. When you finally get to a customer service representative (always at least 10 -15 people ahead of you and also on the supervisors line) they soothe you with words on how it will be rectified and a certain step will happen in the next 1-3 business days and call us back if it doesn't (which should be a flag immediately). So after weeks of this and no action they tell you you have no warranty and you have to provide proof of it from when you purchased it 5 to 6 years ago. Which no one has of course. Avoid at all costs.

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    Customer ServiceStaff

    Reviewed Oct. 18, 2014

    Ordered a chaise from Macy's and delivery was scheduled. When the delivery team came, they made small effort to put the chaise inside, and basically said "nope, won't fit, please sign papers". We tried to get them to make more effort, and made suggestions such as fitting it backwards first or fitting it through an angle. We even removed the door for them. After a few more feeble attempts, they still said "nope, sign here". When the driver called the delivery representative to tell her the situation, I requested to talk to her. I told her how her team was not making full effort. She reported back she knew this team and they were very competent. I then asked her what the names were of the people on the team, and she didn't even know. I called her out on this and right away she hung up on me. At that point there was no one else to talk to about the delivery so the team left and of course our furniture was not delivered.

    Not only did the delivery team not do their job, but their supervisor was worse. I felt like it was her last day on the job to treat a customer this way. She directly lied and then hung up when confronted. Of course she did not bother to tell me her name, and I have no idea how to find out who she is. We have bought lots of furniture from macy's as we just moved to a new place. We have had several deliveries prior, and have all had good service. However, this bad experience just wipes out our whole good history with them.

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    Customer ServiceSales & Marketing

    Reviewed Oct. 11, 2014

    Worst customer service of Macy's insurance company, Worry No More. This is a scam and of course they find fine print to make your claim non-serviceable. Horrible company.

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    Verified purchase
    Customer ServicePunctuality & SpeedStaff

    Reviewed Oct. 6, 2014

    I went to Macy's Furniture in Middletown, NY to order a mattress and have it delivered in 8 days to my new apartment in Boston. The rep said that date is guaranteed and she takes my debit card and swipes 546 and the rest puts on my Macy's card (side note: I signed up for Macy's card getting a credit inquiry for me to get this deal). I get an email stating that she never had that date and it's 5 days after. I drive down to Middletown mall after she tells me to meet her, get there and she left for the day. I am fuming but keeping it together. I tell manager, who was nice, that I need to cancel this. She calls Macy's CS and says the story, but issue is they can't give money back for 7 days and only in form of gift card. Macy's manager says, "Once you get the card, call back and I will get it back on original debit card."

    I sigh, but realizing it's the only way, go home and order a new mattress. 7 days later, no gift, nothing. Every week later I am calling CS back and forth and they get me off the phone every time stating it's on its way and it just was never processed. I still have yet to get my money back one month later and starting to worry if I will ever receive it back. I have wasted close to 10 hours on the phone, traveling back and forth and also a credit inquiry on my account, laying out more money for another mattress when I put away a certain amount of money for this move. I feel like I get the run around every time I call, rude managers who tell me they are taking care of it and have nothing to complain about. This is the worst I have ever been treated by a consumer. THEY OWE ME MONEY!!

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    Customer ServicePunctuality & Speed

    Reviewed Oct. 1, 2014

    I fail to understand why a company like Macy's can run a business using contractors who show up whenever it suits them. Forget the window time frame that's given by Macy's, it means absolutely nothing. Yet Macy's customer service makes such a big deal about their Elite Service. It's non existent. We have encountered such standard of service for more 12 years in dealing with Macy's bedding delivery. They are forever late, abuse product when removing off the truck which causes the need for replacement. Our Beautyrest box spring was damaged. Their contractors put it down to poor quality merchandise made in China. It's sad that they are not aware that Beautyrest is actually manufactured in Waycross GA. The showroom does a great job selling and not sure why the rest of the service cannot be up to the same standard as the showroom. I have taken the time to write this review because I care and want to help make a difference as it seems Macy's Corporate doesn't seem to be aware there is such a major problem with deliveries. Thank you for listening and I hope I hear back from someone. Thank you very much.

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    Verified purchase
    Customer ServiceContract & TermsStaff

    Reviewed Sept. 27, 2014

    Let me first say that my belief is that I feel cheated by Macy's. Like the old used car salesmen stories we've all heard. One expects integrity when dealing with a store of its reputation. Macy's sales rep verbally told me that their extended Premium furniture warranty covered any problem I would have for the next 7 years. I should not have trusted them and read the entire contract.

    We called two and a half years later to report a couple of problems. The first was an unsightly sag that developed in the leather at the base of the front of the couch. The second was a mar of the leather on the cushion seat. Both claims were denied. They followed a strict script designed to quickly get out of their responsibility to help and were rude over the phone, putting us on hold when we asked to speak to a manager where it finally went to voice mail. Admittedly we were beginning to express our anger over the event. They have not called back yet. I'm sure the turnover there must be high.

    I recommend you never spend the money on their so-called extended warranties. If you feel that you must, be sure to take all the time you need to read the contract thoroughly and read very, very, very carefully. One tiny technical deviation from the exact wording printed and you are instantly uncovered.

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    Verified purchase
    Customer ServiceStaff

    Reviewed Sept. 27, 2014

    I purchased a Hotel Collection mattress from Macy's in January of 2013. It was the worst mistake of my life. This product was sold to me by Macy's salesperson as one of the best, but it is one of the lowest quality mattress I have ever purchased, $3000 down the drain. I called Macy's since apparently this junk product has 20 years warranty. They made appointment with an independent company that does a ridiculous test and determined it is only 1/2 inch vs. 1 1/2 inch without any weight or anything on top of the mattress.

    First the test is completely flawed and does not take into account anything else. I showed the inspector where the mattress was softening. He completely ignored it. I have had back problems since 2 months after I purchased this junk. Now I have to buy another mattress and the warranty is absolutely useless. Do not purchase anything from Airloom or Macy's. You will regret it!!! Macy's furniture is by far the worst in the US. I have decided to cut all ties with Macy's including canceling my credit card. I will never do business with Macy's ever again. The worst company and worst customer service!!

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    Verified purchase
    Sales & MarketingStaff

    Reviewed Sept. 22, 2014

    Purchased a leather sectional in November 2010 with a $200 warranty, because we've had problems with premature wear on leather before. Salesperson specifically stated that any damage, including cracking would be covered. He even included a leather care kit free of charge. Of course when we reported the cracking sofa seats and filed a claim, we were told that this type of damage is "non-serviceable" and our claim was denied.

    Oh, and the kicker is now that we filed a claim -- even though it was denied -- we can't even use the "Worry no more 7 Year Great Give Back" which would have allowed us to credit the cost of the warranty for purchase of new furniture. Don't let any salesperson pressure you into getting this so called "warranty." The only thing that "warranty" will guarantee is that you will lose whatever money you paid for this "warranty."

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    Customer Service

    Reviewed Sept. 20, 2014

    August we purchased an expensive power reclining leather couch and chair. We were told when we purchased it that it was on back order and we would not be able to get it until early to mid-September. We just bought a new home and this would be for our new family room (which has no other furniture) so although we were hesitant to wait that long, we thought it would be worth it and we'd be patient. Mid-September comes around and not having heard one peep from Macy's, we called only to hear an automation tell us "Your delivery date has changed". After waiting on hold for over 20 minutes to speak with a live person, we were then told that the date changed to October 31st! We asked if there was any way that we could expedite the order. We really thought waiting as long as we had already was long enough and we were told there was nothing we could do and there was still no guarantee we'd get the furniture the end of October!

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    Customer ServicePunctuality & Speed

    Reviewed Sept. 13, 2014

    We ordered a bed frame. It was broken. The next Saturday they failed to call 30 minutes in advance so I went to run errands then they called and said they were at my house. I rushed home, they brought the wrong part. They said they would deliver the right part on Thursday afternoon (we work during the week). I got a call on Wednesday (automated) that it would come in the morning.

    I had to call, wait on hold etc. to change it. They said they would call me Friday morning to let me know when they would deliver Saturday morning. No call. I called after work but they are on Central Time. So, I called Saturday morning, waited on hold for at least 30 minutes, and they apologized and said they would deliver the next Saturday in the morning.

    Got an automated call Friday and it was for the afternoon/evening. We had plans then. I called, was on hold for 40 minutes. The person who was trying to connect me with a supervisor said someone would call me right back to tell me when they would be able to deliver it Saturday morning. Two hours went by, no call. I called again. 18 minutes on hold, then the person trying to connect me to supervisor said the supervisor was about to get on, she never did after 9 minutes. I had to hang up because I was at work.

    A supervisor called me two hours later to say they could not deliver it until the next Saturday. They were so sorry, blah, blah, blah. This is something that seems like such an easy task and I have seriously spent at least 3 hours on the phone with them or on hold in the last month. My husband is now dealing with it. I think they are delivering next weekend. We would cancel but now we are so far in and it will be more of a hassle for them to come out and for us to wait around for them to come. Oh and they can only give you a time frame the DAY BEFORE which is so weird. They have given us misinformation and promised things over and over again. It has been the worst furniture experience for me. I will NOT order from Macy's again and I will make sure to inform my family and friends.

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    CoverageOnline & AppStaff

    Reviewed Sept. 13, 2014

    We purchased a leather sofa from Macy's in 2012 and it got punctured. Uniters (WorryNoMore) replaced it for us. Good! At that time, our couch was also peeling and we were told it would be a great idea to purchase the "structural" coverage that would cover any cracking and peeling on our new sofa should it happen again. Well, sure enough, our sofa cracked and peeled within 18 months of purchase. We filed a claim and were denied on the basis of the fact that the warranty does not "cover seating area." Wow..... really? No one said a word about this and it is not listed as an exclusion on their website. The agent, in fact, suggested we buy the coverage since our first couch cracked and peeled in the seating area!

    Well I pushed further and got Macy's on the phone with Uniters. The Macy's agent worked hard on our behalf, but Uniters still wouldn't budge and now changed their story -- this time saying that all the peeling was "accumulated damage" that was not reported in time. This was patently false. We reported it when we saw the peeling.

    Under NO circumstances should you ever purchase WorryNoMore coverage. They were slippery and deceitful in their dealings with us and we are out a lot of money. I'm a reasonable person with multiple grad degrees and not some "victim mentality" person. I run a business myself and I know what it means to treat people with decency and kindness. Uniters failed on all counts. WorryNoMore is a sham and should be WorryAlotMore if you buy.

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    Customer ServiceSales & MarketingStaff

    Reviewed Sept. 10, 2014

    I purchased a very expensive king size bed from Macy's and in an effort to protect the purchase, we also added on the Worry No More. After about 3 years, the bed developed indentations around the lumbar areas on both sides. We called Macy's, and they sent out a person to evaluate the indentations to determine if the issue was a manufacturer's defect. The indentations need to be deeper than 1.5 inches to qualify. One of ours was over 2 inches. The person I spoke to at Macy's advised that we would need to have Worry No More come out and remove the 2 stains that were on the mattress, and that then Macy's would pick up the bed and either refund us what we paid for the bed, or exchange for a like mattress.

    They transferred me to Worry No More. One of the first things they asked me was the nature of the stains. I said that I did not know but would find out. They said, "oh, you don't know? Your warranty is void." A long discussion followed during which nothing was accomplished. It appears that as soon as one says, "I don't know," the conversation is over. The initial person I spoke to was condescending and rude. I asked to speak to a Supervisor. I got sent to VM. I called back a few hours later to speak with a Supervisor only to be told my case was closed and could not be re-opened. This, notwithstanding the fact that I had not spoken to a supervisor. I got to a supervisor who was even more condescending and rude than the original tech. I'm normally a calm person, but I ended up responding in kind.

    The gist is that you have to very closely read the warranty fine print, and be ready to answer the questions they ask you in a way that matches their script, or they shut you down and you get nothing but abuse from them. My experience with Worry No More is that they're a scam, they have no intention of honoring their warranties, they'll do anything to weasel out of performing a service, customer care is something they could not care less about, and they give Macy's a really bad name.

    To be clear, I'm currently working with Macy's to rectify the situation, and will write a review on that once it's complete. For now, Macy's furniture and bedding department have been spectacular. They sympathized with me immediately, as I imagine many of their customers have called complaining about Worry No More, and are helping me to the resolution we need. I'm crossing my fingers that all is well that ends well.

    Nonetheless, Worry No More is not worth the added expense. You can have the mattress cleaned yourself for less than Worry No More charges, and at the end of the day, that's what will keep your mattress warranty active. IMHO, Macy's would be well served to sever ties with Worry No More as all it does is make their customers angry and gives Macy's a bad name. Best of luck to Worry No More. They're going to need it.

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    Verified purchase
    Customer Service

    Reviewed Aug. 29, 2014

    Similar to what others have written already, I purchased a couch from Macy's in South Coast Plaza in Costa Mesa, CA and was sold a $170 warranty for 5 years. On year 2, I had a small tear and called the service, opened a claim. After being on the phone for 30 min, the claim was denied - asked to speak with a supervisor, I was sent to voice mail which is never returned. I'm extremely furious!

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    Customer ServiceStaff

    Reviewed Aug. 27, 2014

    I placed an in store order for a Italian leather sofa the July 4th weekend, 2014. And was told that it would take about 6 weeks for the manufacturer to deliver the sofa to Macy's. At which point I would receive an email telling me: (1) that Macy's had the sofa in their warehouse and (2) giving me a phone number to call to schedule a delivery date. I patiently waited the 6 weeks and nothing happened. So after a few more days, I called Macy's to inquire about my order. I called three times do this.

    1st try: The 1st time the rep told me that SHE JUST CHECKED, AND WAS HAPPY TO TELL ME THAT THE SOFA JUST ARRIVED AT THE WAREHOUSE the day before, but that it could take up to 10 days for them to process the order. And I was to be patient and would receive an email soon. So I waited.

    2nd try: When nothing happened, a week later I called again for my 2nd try at this. This time, as the last time, the REP ASSURED ME, AS HE HOOK UP THE INFO RIGHT THEN AS WE TALKED ON THE PHONE, THAT THE SOFA WAS IN FACT IN THE WAREHOUSE, but it takes 10 business days to process the order. Same deal as the first time I called, so I wanted to pin him down to an exact date. And he looked it up and said that the day it arrived at the warehouse was August 12th, which meant that 10 business days would take it to August 26th. And that I should expect an email on or before that date to set up a delivery time. Well I wanted to August 26th and no email.

    3rd try: So I called for the 3rd time, on August 27th. Now I WAS INFORMED THAT THE SOFA WASN'T IN THE WAREHOUSE AT ALL, AND THE REP DIDN'T KNOW WHERE IT WAS! All she kept telling me over and over again was that it wasn't scheduled for delivery because they didn't even have it. When I asked to a higher up supervisor, I was given the run around and finally was told that this matter would be looked into and that I would receive an email soon.

    Bottom line: I can't believe anything Macy's tells me anymore. I'm extremely frustrated by the whole Macy's experience and am seriously considering canceling the order because quite frankly, no one at Macy's seems to know what they are doing or where my sofa is. The only thing that is stopping me is that I've already waited almost 2 months and maybe something will happen tomorrow, some Macy's miracle, where they can find my sofa and delivery it to me.

    Did Macy's give the sofa to someone else? Maybe it was stolen and Macy's doesn't want to admit that? Or maybe it was ripped apart by the Macy's warehouse cat? Or God forbid, maybe Macy's really screwed up and never even made the order to the manufacturer in the first place? it's a crap shoot, so who knows. Surely not Macy's! I just want to know one thing Macy's: be straight with me, and tell me the real story. If you can't deliver on your promise, just tell me and I'll move on. I'm really really tired of all this crap!!!

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    CoverageSales & Marketing

    Reviewed Aug. 20, 2014

    I paid for this Worry No More Protection Plan. It's the BIGGEST scam ever. They refuse to cover anything and come up with an excuse as why it's not covered. WORST experience. I literally should have thrown the money out the window and it would have gone to a better cause.

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    Customer ServiceStaff

    Reviewed Aug. 19, 2014

    We bought a Macy's East Serena Firm King size mattress for ~ $2000 in February 2013 and, within 16 months, both of us started developing pain in our backs and necks. On contacting the store, we were asked to talk to the company directly since it was still under the warranty. We were able to schedule an "inspection" after 3 weeks since we first contacted the company. During these 3 weeks, we did not use the mattress because even a couple hours of lying done was aggravating our back pain. On the day of the inspection, "the inspector" comes along, took a few pictures, measured something and then called the Macy's customer service to give them his findings. It was no surprise that although he could visually see a depression, the thread that he used for measurement did not reveal any depression. So long story short, the customer service said NOTHING could be done! Now, this to me is how Macy's rip people off. I would NEVER recommend Macy's furniture to anybody because it just leaves you with a feeling of having been cheated!!! Their customer service is pathetic at its best!

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    Customer ServicePriceStaff

    Reviewed Aug. 18, 2014

    The salesman (ladies) will tell you all sorts of BS from A-Z (i.e. I have that same thing in my house, very unlike). "We just sold 3 of those today," great but.... lied to me about the type of leather I came close to purchasing. Bull, 17% polyurethane, synthetic all way and selling it for the regular price. My credit isn't spic-n-span, but it sure as heck isn't rock bottom. Once the stake is final....... forget the girls at the counter, they could care less.

    I had an accident in Tacoma Store and required X-rays a day later because of the bruised ribs. Did you anyone in you store assist me? All the black girl behind the counter said Is "I am sorry sorry." What a team you have there. All about the money and not the customer once the dotted line is signed. You're a finish. I even tried to called back to speak to the finance person I had dealt with, to no avail, couldn't speak to her. I called the home office and the same thing happened. I so do regret not reading your complaints first. I once first you were one of the BEST out there, you rank much lower now.

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    Sales & Marketing

    Reviewed Aug. 13, 2014

    I purchased a Natuzzi white leather L shaped sofa at the Macy's home store in Las Vegas (spring mt rd). Not only did I receive an Italsofa but it was filthy with boot prints all over it. I refused the delivery and called the store so they re-delivered another one. It looks NOTHING like what the store model was. They are telling me Italsofa is Natuzzi and refused to send me another sofa. I was frustrated because I was not told this in the Macy store. So I kept the sofa thinking I was just not understanding. Well it peels and it's cracked all over. And guess what! Italsofa is NOT a Natuzzi sofa. It is NOT what I paid for. Now it's too late and I cannot get my refund or even better the actual sofa I wanted. COMPLETE SCAM!

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    Customer Service

    Reviewed Aug. 11, 2014

    I purchased a sectional sofa from Macy's. Less than 3 years the material came apart. I contacted Macy's to help with a resolution and they said "there is nothing that they can do about it". The company that Macy contracted with for the fabric is Jonathan Louis located in Gardena, CA. I contacted the fabric company, their comment was the same. The company couldn't do anything about it because the fabric was discontinued. I would never purchase anything from Macy's ever again. Poor customer service. I wouldn't give them any stars if that was an option!

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    Reviewed Aug. 3, 2014

    I purchased a couch two years ago from Macy's. When I got a stain on the couch, that wouldn't come out with the care kit they gave me, I tried to contact 'worrynomore' to arrange to have the couch cleaned. I was never able to reach them. Now I have another stain that I need to get cleaned. Let's see if I can reach them this time and what the results are. From the postings here, it doesn't sound promising and it sounds as though the whole "worry no more" plan is a sham. I purchased a similar plan from another large retailer in the past. They stood behind their product and even took it back for a full refund when it started to fall apart over a year after I purchased it.

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    Reviewed July 29, 2014

    I had the first one replaced after 10 mos. because of craters and bumps in the mattress. They replaced it with the same kind and after a few weeks, it started the same thing. It has been since 2/28/14 and they inspected it once already and the crater was only 1 1/4 inches deep - not enough - has to be 11/2" so am waiting on 2nd inspection on the second mattress which is 8/12/14. I just want this out of here and replaced with a set I can sleep on with having to hold onto the sides to pull myself out of the crater every morning.

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    Customer Service

    Reviewed July 29, 2014

    We got a stain on our couch which we only purchased because the saleswoman at Macy's insisted that they would come out everyday if we got stains. HA! We called within 10 days of the stain. They told us first we had to try the stain kit and they sent us one in the mail. We were having construction done in our home so didn't get a chance to call them back to tell them the stain remained until today. They told us that we were told that we needed to call back within 14 days of receiving the stain kit. NEVER was that said and that is NOWHERE in writing.

    We asked for a recording of that conversation and they said it was noted in the call log. So no proof. My husband is an attorney and asked them to give him a physical address to which he could serve them with a civil complaint summons. They refused to provide anything but a PO Box. He explained he wasn't trying to send them a letter but wanted to serve them a summons. NOTHING! They have not heard the end of it from us. It seems there are a LOT of unhappy customers with similar complaints out there. Maybe a class action is in order!

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    Customer ServiceStaff

    Reviewed July 25, 2014

    We order mattress and we were schedule for delivery for 25th of July. And we got called on 24th saying that we are schedule between 11:15 am - 1:15pm. But to make sure we get this on schedule, I called customer service on 24th to make sure driver called us 30 mins before he get home and also change primary number to mine number. On the delivery date I got called in this number from customer service from Macy's at 11:23 am. He said that driver is outside my house. I told him that I requested that driver to called me 30 min before he get home. I request him that I will be there in 20 mins. He told me he will ask driver and will call me back. He called me back and told me that driver can only wait 2 more minutes. I insist him that I requested that to make sure to call me 30 mins before. But he claimed that driver did called me twice and left voice mail. I keep telling them I didn't got any call. And I have phone with me all the time. I also tell him that I can get my phone record that I didn't got any call.

    He asked me to called customer service. I called customer service right away and explained whole situation, and she asked me to hold for couple of Minutes. She came back after 2 Minutes in hold. And she told me she talked with driver. And quote, "I have to go with; what driver said." That's means she was saying I am lying that driver did called me 2 times. Which I felt really low. I am customer and I told her, "I can give you my phone record to show that he didn't called me." She said she have to go with what driver said. I was horrified with customer experience and I requested If I can talk with her supervisor. She put me on with her supervisor . Her name " Ycorie". I explained her whole story and requested her if she can deliver mattress either today. Tomorrow or day after tomorrow. She said she is sorry and she can't do it. She asked me to called customer service and reschedule.

    This is insane. I waited 2 weeks for mattress and I have to wait 2 more weeks. I requested her I cannot wait 2 more week. I insisted that it's not my fault that driver didn't called me. She keep saying that driver called in. This is worst customer service ever. I was very disappointed with supervisor and asked her to cancel my order. She didn't hesitate at all or said anything. And she cancel order. Macy's customers service is worst and they don't care if customers buys or not. I asked her she don't mind if she is losing one customer for whole of his life. She said no. Pathetic customers service. I am gonna close my Macy's credit card too. I am done with Macy's . And I will request fellow customers to stay away from Macy's.

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    Reviewed July 15, 2014

    We bought a mattress from Macy's in 2012. It was supposed to be Backed by simmons for 20 years. The mattress is very lumpy and has several places with over 1.5 inch craters. I am disabled with a back injury and can't sleep on it. The store is telling me that it is not guaranteed because it was a show room model. WE WERE NEVER TOLD THIS AT TIME OF SALE AND NO SUCH POLICY WAS POSTED. WE HAD BEEN LOYAL MACY'S CUSTOMERS FOR YEARS BUT NOT ANYMORE.

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    Reviewed July 15, 2014

    We purchased an entire set of outdoor Madison patio furniture set from Macy's in late 2012. With sales tax it was close to $2,800. We primarily used the furniture only last spring through fall of 2013 as outdoor patio furniture and again only occasionally.

    Now 2 of the dining chairs are cracking on the back ribs in the exact middle of the rib and the paint is chipping off. We did have a cold winter for 2013/2014 Georgia but I would expect aluminum to hold up as we did not even see zero degree temperatures. According to Macy's there is a 7 year structural defect warranty which would seem to apply. Cracks in metal are not common to appear this quick as the furniture just sits there most of the time. The people from Reliable Furniture Services came out to look at the furniture on behalf of Macy's and said it was normal wear and tear and the customer dented the furniture to cause the crack. What???

    This is what I would expect from Walmart quality furniture. I have resolved myself to never shop at Macy's again and I immediately cancelled my Macy's card as this was all I could do. I hope this post helps because the Madison furniture is not worth what Macy's is asking for it. Please shop for this same quality at Walmart or other discount centers. Oh by the way, the furniture was made in China not the USA.

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    Reviewed July 13, 2014

    BORDEAUX DINING room sets at Macy's are of very LOW QUALITY with a SERVICE TO MATCH. 13 month after purchase, the chairs started to crack. These are stress cracks that are not caused by misuse. In fact this piece is more for show at our house and we rarely use it. Macy's refused to replace with a new chair because my warranty expired 1 month ago. This is a dining set that is supposed to last a lifetime!

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    Customer ServiceStaff

    Reviewed June 27, 2014

    Bought a high-end king bed and mattress. After 7 weeks, the delivery date was set for a Saturday. The driver called and told me he was 15 minutes away. After 1.5hrs, he showed up, unloaded the furniture and informed me that it could not be assembled because of missing hardware. After many calls to Macy's, they sent the hardware and the driver came to assemble the bed. He told me that there were missing pieces so he could not complete the job. I was upset and called Macy's. The representative was rude. Asked to speak to the supervisor and he was rude. Decided to have the furniture returned. Will never go back to Macy's again. There are many other superb stores to shop.

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    Customer ServiceCoverageStaff

    Reviewed June 14, 2014

    Because I stated that I didn't know exactly when the stitching began coming undone on my sofa, I was denied coverage. Apparently if the damage is more than 14 days old, they will not repair it. No matter what I said, they would no take back my original response (Because it could have been coming undone for two years. How am I supposed to know??). Louis is the supervisor I spoke with and he was hell-bent on not providing me with service. I have a call in to my salesman at Macy's. We shall see. BTW... None of the paperwork provided by Macy's states anything about 14 days.

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    CoverageReliability

    Reviewed June 13, 2014

    Bought a WorryNoMore Premium Furniture warranty to cover accidents and structural defects to a couch we purchased. At the store, we were reassured that it covered damage from animals, etc. After a month, leather was damaged by cat scratches. Although "rips" are covered (they claim), scratches are not rips. And it is listed in a long litany of exclusions that were not disclosed at time of purchase. Basically, this is a defective warranty. I imagine that WorryNoMore will have an excuse for any possible claim. I would LOVE to see what percentage of their revenues are actually paid out as claims.

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    Customer ServicePriceStaff

    Reviewed June 9, 2014

    Toward the end of February 2014, we finally decided to purchase a new (large) Leather Sectional Couch, with recliners, a very expensive purchase $5-$6,000. When we placed the order, the sales person said, "This is their most popular model and the back order is now 3 months." We decided that we liked the sectional so much that we were willing to wait until the May 19th delivery date. One important part of the ordering process, we told the sales person that we wanted the "layout" of the sectional... EXACTLY as it was on the showroom floor, chaise portion on the right as you face it and recliners on the left.

    Well... when it arrived on May 19th, EVERYTHING was reversed! We called the store who switched us to Customer Service who could not understand the problem... Tried to blame it on a Warehouse mistake and then said it would be another 3 months to fix it. My Wife told them that they could take it all back and cancel the order if that was the case... Then they said that WE could speak with the warehouse and see if they could fix it... We spoke with them and thought it was fixed and would be out in the next week to two... When the delivery truck arrived... they brought the EXACT SAME WRONG PIECES!

    We went back to the store and got the General Manager of the store involved and the Furniture Department Manager. They said that they would re-order and have them out to us in 10 days (June 10th at the latest). Well this past Sunday, 6/8 (our 34th Wedding Anniversary), we received an e-mail saying that the replacement pieces would not arrive until the week of July 30th! We are going back to the store this week to either get this resolved or have them pick up the furniture. Talk about incompetence! I will update as soon as possible. For now, I would not recommend buying furniture from Macy's.

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    Customer ServiceCoveragePunctuality & SpeedStaffReliability

    Reviewed June 3, 2014

    Macy's has been nothing but a huge disappointment. I purchased two sets of furniture with them, hoping to get a blackout Friday deal (2013) for my new house. Right! There were problems right from the start and I should have returned both sets of the sofas, but if you only knew my patience. First, I waited 5 weeks for everything to arrive - reasonable for furniture order. However, five of six pieces were delivered defective, either through transportation or during their worker's assembly at my house.

    I was promised another month to have the replacement, but after I didn't hear from them to schedule delivery, I called, and was told that only 1 set was going to be replaced. The leather sectional *might* be back ordered or out of production. When were they going to tell me this? When I sell my new house? Their inventory system is so bad that they cannot give me a concrete answer as to if and when I will get a replacement. I thought after more than two months of waiting, it was time for them to come and take it back. I had to wait another 3 weeks for pick up.

    The truck finally came and hauled it away. I waited 2 weeks to call about my refund. They said because I lived in a remote area, I had to wait another 2 weeks for the furniture to arrive back to the warehouse. After I waited some more, I called to check on the status. I was furious when I heard the agent on the phone tell me that they haven't picked up the furniture. Are you ** kidding me? I have the receipt of the pickup - we are now in mid-April 2014. I want my money back right now. Was I late on my payment? NO! I paid you with good money, which you failed to provide me with good products.

    I spoke to several agents who always answered the phone in a prerecorded speech, "How may I help you with outstanding service today?" After hearing this for the nearly ten times, I replied "That would be just impossible, because you guys have proven to screw up time after time." I added, "And I hope this call is being recorded to ensure quality service that apparently does not exist at Macy's!" I was told by the agent that they could not locate my sectional. Why was I not told this the first time I called in? After hours of being on the phone with them and many promises that they would personally call me back after they investigated my issue, I no longer believed their ethic.

    I asked to speak to the highest supervisor available and that's when I finally got a clear answer about my refund. A couple of days later, an email arrived stating good news (that we had to pop open a bottle of champagne to celebrate) that my refund has been issued - that means it's 10 more days for the check to come to my door. Due to bad history, I decided to check the record to see if they are in fact refunding the correct amount. Another screw up! They were nearly $200 short. Another phone call. Another hour wasted. Eventually, we got that cleared. Only just to be cursed by the other set of sofa that we decided to keep. One of the cushions fabric broke!

    I filed a claim online, and got an email from a third party company. This automated email sent me several options as to "help" me with my claim. I clicked on the link, and a message tells me that I do not have a claim open. This is just to show you the quality of detail Macy's operate upon. They sent me a link to tell me I have no claim, which I just opened? Great service! I contacted them. Their reply was "According to the store of purchase, you do not have warranty. The merchandise was returned and credited back to you. If you have any questions or concerns, please contact the original store of purchase."

    I am furious all over again for the level of attention and ethic of this company. If I had just filed a claim for damaged furniture, obviously, we're not talking about the same piece of furniture. The agent asked me to send her the invoice. Upon studying the invoice (that was billed twice, once for each set of furniture) I noticed only one item of protection plan. At the time of purchase, I was lead to believe that both sofa sets were covered. And the battle continues (June 2014).

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    Coverage

    Reviewed May 20, 2014

    These guys will try to get out of a claim anyway they can. Because I didn't report the claim within 10 days, they won't cover anything. Just one more way that Macy's can rip you off and fleece you, in my opinion. Don't bother buying this joke of a warranty.

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    Customer Service

    Reviewed May 20, 2014

    We called Worrynomore to file a claim after noticing scratches on our dining room table which occurred after a celebratory birthday dinner. My girlfriend gave me a bracelet as a birthday present that I wore during the evening which caused the scratches which we did not notice until the following day. We had the table less than 6 months and it was our first occasion to entertain. After following up on our claim, we were told that the claim was denied because the scratches were caused during "several occurrences over a period of time." My fiance took pictures on the day of the event and so I appealed denial of the claim and submitted pictures of a shiny table in excellent condition showing that there were no scratches on the table before the day of the event believing that proof of the pictures would work in my favor.

    When I called to inquire about the status of the appeal, I was told that it was denied again. This time because based on the subcontractor's notes the table had "an accumulation of damages." After this experience, I believe that Worry No More will continue to come up with more excuses. We have since reached out to Macy's Customer Service but are still not getting anywhere. Customer Service is now advising that you must explain the problem to them before you can speak with their lead person. I am furious. Here is my take. Macy's makes a huge profit off of promoting the WorryNoMore warranties misleading consumers to believe that Worrynomore will provide a service to resolve furniture issues when actually Worrynomore is an insurance plan for Macy's not the consumer. At this point, I am ready to file a lawsuit and am also checking into a class action suit since there are so many complaints about the same incidents. Anyone want to join me?

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    Customer ServiceCoverage

    Reviewed May 17, 2014

    The chairs to my dining room set have had problems from day one. The legs come unscrewed and unsafe to sit in. I have generally been able to tighten with no problem. Now one has actually broken/cracked near the top. Thinking "Worry no more" would surely take care of this I called. What a surprise I had. Obviously I did not read carefully enough. It covers if I puncture the fabric, spill wine on fabric, cut leg with knife but will not cover me for poor workmanship of the product. What a wasted $275. Actually more than this as I also purchased for bedroom furniture, living room furniture and patio furniture.

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    Customer ServiceStaff

    Reviewed May 9, 2014

    Our Beautyrest mattress was not more than 8 months old when it developed indentations. It took from Feb to last week, May 3rd to get TriState who inspects mattresses for Macy's to even make a visit. The gent who came to inspect told us the deflection in the mattress was "severe"... but now Beautyrest and Macy's refuse to stand behind the warranty!! Macy's wants a $400 restocking fee (it is illegal to resell mattresses but is this what Macy's is doing??) and their customer service rep Tony ** was ugly and unwilling to do a thing about the mattress. DO NOT BUY FURNITURE FROM MACY'S!!!!!! They have over $2000 of our money and are not abiding by the warranty... Any suggestions???? Very disappointing! We are cancelling our accounts.

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    Reviewed May 3, 2014

    Macy's doesn't honor or stand by the crap they sell. When my new furniture arrives (from a different store) I'm hauling this junk to Macy's and dumping it by their door. They have gone from up-scale to Wal-Marts level.

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    CoverageSales & MarketingStaff

    Reviewed April 28, 2014

    I bought a couch and two recliners 4 years ago and also like many others here bought the 7 year insurance plan. I had two problems with the couch - one the leather faded, the other is that the handle mechanism came off in my husband's hand. As I was concerned about recliners and salesperson suggested this plan, saying of course the mechanism was covered. However, two weeks after getting the plan we get the real coverage statement. I was concerned by the vague terms of "Reoccurring damage as a result of lifestyles" and "Acts of God", I mean give me a break, are these people serious - these exclusions are used to cover themselves from any liability.

    After reading this, I was not at all surprised to see postings here. It is really sad that an American company that held a good reputation in the past would use such tactics to entice people to buy these policies, with hindsight it is apparently clear that the salespeople are encouraged to sell these policies and I wouldn't be surprised if worry-no-more is a Macy's company. Shocking. I feel extremely victimized and I will never set foot in a Macy's again!

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    Reviewed April 16, 2014

    I have been a loyal Macy customer for over 40 years. That has changed! About 18 months ago, I purchased a 3-piece sectional sofa and 2 large wool rugs. In addition, I purchased a WORRY NO MORE warranty. What a mistake!! The warranty money is suppose to be returned to the customer in the form of a voucher if you do not make a claim. Unfortunately, the sofa cushions broke down less than one year. I have no pets or children in the home and my husband and I are of normal weight. There is no excuse for the poor quality of this sofa after paying almost $5000.00! I submitted a claim in an effort to have the cushions replaced. The claim was denied, citing normal wear and later informed that even though I didn't actually use the warranty, a claim was made, therefore, the voucher amounting to the cost of the warranty is now going to be void due to a claim, even though the claim was denied. I waited for months for this furniture as many other people have experienced. Macy's does NOT stand by the products they sell and I am out $700.00 for a worthless warranty! Go anywhere but MACY'S!!

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    Customer ServicePricePunctuality & Speed

    Reviewed March 15, 2014

    Why does it take a huge company like Macy's 2 months to get me a couch and dining room table??? Gone round and round with the sales associates and dept manager. Then we get emails and phone calls saying the delivery will be delayed, again and again and again. It is now harassment. Keep calling and tell us it's on its way. Then all the sudden we get a call from the delivery guys saying they are 30 minutes away. We are both working so we can't just drop everything at our job (I'm a FIREFIGHTER) to rush home to get our furniture in the house even though #1 we were told by the associate it was not coming that day ,#2 I cancelled it on the phone with their automated system and #3 they were suppose to deliver both a couch and a dinning set at the same time.

    The delivery guys were only bringing the dining set, not the couch. Promise after promise broken by Macy's. It's crap. it's taken over 2 months but more so the constant phone calls of false hope and emails the same. Just tell us once when it's in and we will schedule a date, not 10 dates and never get it delivered. This is just parts of the issues, there is way more. DO NOT BUY FURNITURE FROM MACY'S. SO DISAPPOINTING. DON'T BUY FROM YAKIMA WA MACY'S. I could have bought a very similar couch and dining set in town or in nearby town for the same price and got it way easier and faster than Macy's. My wife and I have spent more time talking to Macy's, the sales associates managers and on the phone with other people than what it took to choose and pay for the furniture... That alone is a problem in itself, and we did not create this problem. Horrible.

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    Customer ServiceCoverage

    Reviewed March 6, 2014

    Worry no more is one of the worst customer service that I ever had to deal with. I called them twice since I had protection for my sofa but everything I told her she was keep on saying, "it's not covered" and she was extremely rude. I had to ask her what does it cover and she won't answer my question, so I had to ask to speak to supervisor so here she puts me on forever hold and I never got a chance to speak to supervisor. Very disappointed as I paid big $$$$ for this sofa. HORRIBLE SERVICE AND VERY RUDE STAFF.

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    Customer ServicePriceStaff

    Reviewed Feb. 28, 2014

    On January 25th, Macy's delivered mattresses to my home. The Macy's truck was parked on the side of the black iron fence in which there was a slope level. The Macy's truck parked on this part of the property which caused the truck to be higher up than normal. The Macy's driver took a poor decision making of his surroundings in parking up higher elevation. Once the mattresses were delivered, the drivers drove off the property and pulling along three electrical cables and damaging my electrical panel. The incident was reported to Desiree ** and stated to me that I would be receiving a feed back within 72 hours. I never did received a call.

    I had to make the call six days later and requested a letter to informed me the claimed was denied due to city or cable company not in compliance with height level. I totally disagree to their denial if it was the Macy's driver fault for being incompetent and negligence to not observing to the surroundings. Instead, they rushed and drove off and did not stopped when a neighbor waved at them to stop and look what they had done. Now, Macy's is stated they would not send out a letter. My homeowner's insurance also, requested a letter of denial.

    Today, Macy's stated they had faxed a letter of denial to the fax number in which is not true because the homeowner's insurance never received it. The moral of this incident is that Macy's conducts and hires irresponsible employees and lack training. Furthermore, be careful when any delivery truck delivers merchandise. Look around your property to make sure to avoid any damage. Now today, I requested a letter again to be mailed to my email address along to my insurance adjuster. Otherwise, I will also, contact the media. This damage price to this stupidity: $4,082.

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    Coverage

    Reviewed Feb. 27, 2014

    Bought a four thousand dollar leather sectional. Haven't had it 24 months and it is looking like a non-leather sofa in certain parts. Macy's sent a kid out to look at it. He said pet damage. I explained to him and Macy's I don't have a pet. It was later told to me that it was not covered. Learned yesterday they put in computer normal wear and tear. I just found this out yesterday by another Macy's customer service employee. I was told pet damage computer now says something totally different. Macy's policy is it should be covered because I have had it less than 24 months. I don't know what my next step is. I also purchased an extended worry no more warrant for $350. They also said they would not cover it.

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    Customer Service

    Reviewed Feb. 23, 2014

    Ordered 12/28/2013... The delivery was set for mid-Feb. We agreed on this date because we really liked the couch and it was within our budget, and we did not need it until the end of January. It is 2/23/2014, no couch and no signs of it being delivered any time soon. We have called multiple times and no couch. They keep saying that it is at the warehouse, but why have we not received it? We have our hands tied because other orders take about 2 weeks and we have waited this long, so we are waiting to see if this week it is delivered. Should have read the reviews before ordering.

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    Customer Service

    Reviewed Feb. 17, 2014

    Purchased Macybed Queen Grand Extra Firm. After 3-6 weeks the bed sinks approximately 2 inches. As a result my hip/lower back has been in severe pain. They replaced the mattress and within 3 weeks sinking, soft mattress again under my 145lb girth. They will not replace with another brand but continue to sell this. They are sending out #3. Customer service isn't helpful and you end up angry. I was a Macy's loyal customer. Now I'll never shop there again.

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    Customer ServicePunctuality & Speed

    Reviewed Jan. 31, 2014

    Horrible!! Cannot believe what I have been through this month with Macy's. The customer service is just horrible. Count not get a response or straight answer from anyone once they took my order for a sectional. The warehouse delivery date was supposed to be 1/12. Then while I'm waiting on the 12th to get a call to schedule delivery, I got an email, not a call just a standard email on 1/21 saying the warehouse date has been changed to 1/31!! I'm waiting to schedule delivery and NINE days later they tell me the warehouse arrival date has been changed to 19 days later than the original. Can't get a straight answer or even sympathy from anyone. Finally made a stink on their Facebook page and over a week later, I finally get a call and an apology AND am told the warehouse date is now Feb 6!!! I'll be lucky if the sectional that was promised to arrive to my house in mid-January now gets here early March. Cannot believe how horrible this situation has been and how terribly Macy's has handled it.

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    PricePunctuality & Speed

    Reviewed Jan. 28, 2014

    I have very bad back problems and I have my mattress for almost 9 years, spring air I got that in Macy's, never had problems. I started looking for a similar one, but spring air is no longer available. Well I went, and went and try all the mattresses at Macy's until I got the one medium firm. I was so happy, got the mattress delivered on time, very good service, until I tried the mattress that night. I was crying, the mattress didn't feel as the one in the store, returning it was gonna cost me restocking fee, delivery fee. I kept the stupid mattress in the spare room and I am still sleeping in the old one suffering with a lot of pains and aches and I am still paying the new mattress that I can't use. Hahahha, funny right.

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    Customer ServicePriceReliability

    Reviewed Jan. 15, 2014

    Purchased matching sofa recliner Macy's Willowbrook Houston 12/12/13 with delivery 12/19. Rec’d Macy’s call later sofa would be del 12/19 but recliner damaged & another recliner would ship from their warehouse in Florida delivery 12/24. This recliner del 12/24 at 5:30 pm. We could only glance at it to see no tears as del. men in hurry. We had to cancel our Christmas Eve dinner with family. Husband 82 yrs old sat in recliner after Macy’s delivery left & he could not reach the elec. control which located right side on inside way under the cushion. This recliner's control at Macy's showroom was located above the cushion easy to reach.

    I managed to get my hand between the cushion and side of the chair (and it hurt my hand even though I have no arthritis; x-rayed recently) and reclined the chair but then my husband could not get to the controls to get the chair in a sitting position. So I again had to stick my hand through the cushion and side which was difficult. Went to Macy's 12/26 to get these items returned but told had to go thru Macy’s CS Florida. I called and after much haggling was told U.S. Quality was their inspector and would come to our home to look at the merchandise. John of USQ came on 1/14, and called Macy's Florida and gave the phone to me.

    This employee said that since there was no defect, we would be charged 10% to return the items. I said how was there no defect since the controls at their Willowbrook store had the control above the seat cushion and was easily accessible while the recliner we rec’d had the control buried deep under the cushion and not accessible and was dangerous for someone like my husband who has had a pacemaker implanted and can lose his balance and if he reclined and could not access the control and tried to get out of this very very wide recliner while it was up in the air, he could fall and harm himself, same for a small child.

    I was told by Macy's that furniture from their Florida warehouse was not inspected by Macy's but by the manufacturer. Macy's apparently has no quality control even on their expensive furniture. This recliner is defective and Macy's will not accept responsibility for selling us a recliner which is unlike the same recliner they have on display at their store. Macy's written words are of no use and are not effective if a problem occurs. I do not believe Foley's would be treating this matter as Macy's has. These two pieces of furniture have been sat in only once by us and they will be returned to Macy's as we do not want a recliner that could be harmful to my husband.

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    CoverageSales & Marketing

    Reviewed Dec. 9, 2013

    Purchased Macy's couch and Worry no More program. Warranty program covers mechanical failure and is to replace parts. First as it was discovered, couch was not put together properly when delivered and when parts failed and needed to file a claim with Worry No More Macy's, technician came out looked at couch. A couple weeks later received voice message for cash settlement or store credit... Cash settlement did not cover warranty purchased. Worry No More Macy's claims that parts are not available, but was able to easily find parts on internet. THIS IS A SCAM TO GIVE YOU STORE CREDIT @ MACY'S AND NOT TO FIX ANYTHING!!!

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    Customer ServicePrice

    Reviewed Dec. 6, 2013

    Take the time to let everyone know on the bad treatment that has given me. The delivery of my couch, I did between 8:45 am and 10:45... they changed me without my authorization. Call from 2 pm on the day before and did nothing. Try to contact the shop tarme show room in Paramus where to buy the couch also did nothing. I opened an account for Macy's and now I'm going to closed and do not even when I'll be without a sofa... My advice is not to buy at Macy's. The service is terrible. Well what I went cheap expensive, I'd rather pay more and not be with these problems...

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    Customer ServicePriceStaffReliability

    Reviewed Nov. 22, 2013

    In October 2013 I went to Paramus, NJ to place an order on a sofa, bench, and 2 chairs. The salesman was totally unprofessional. My daughter did not understand the 15% restocking fee. Next day, I went back and I asked for a manager. The manager raised his voice to my daughter. I immediately cancelled the order. I believe it was an assistant manager. The manager came out tried to intimidate me, handed me his business card. "I can reassure you if you have a problem you can contact me," he said. Also the reason why is the restocking fee "a lot of our customers return".

    I said to him, "That is not my problem, that is your problem. I will not reorder this furniture in this store." So I went to another store in Wayne, NJ the next day. I spoke to another manager there. I told him the bad experience and can he please explain this restocking fee. He was very professional. He explained himself thoroughly, there is a 3-day grace period to inspect this furniture thoroughly, if any problems it can be returned and exchanged. He also took off 10% due to the bad experience we had in Paramus.

    Now hold on to your seat. They delivered the furniture the end of October. It was all used furniture. The sofa had marks on it, circle marks on the leather like someone tried to wipe it off, black scuff marks on back of the couch, cushions were all worn down, the bench underneath, it had a zipper compartment where they put the legs in on shipping, the 2 leather chairs the cushions were worn, scuff marks on sides. I immediately contacted the store. The salesman was not in. I then called corporate office. He apologized to me and said to me, "I will take off an additional 10% off." I told him how the furniture was, the sofa was wrapped in clear plastic, the 2 chairs were wrapped in plastic and a protector covering, that's how the manufacturer wraps it.

    He said he will do a VIP delivery. The new set came in boxes wrapped from the manufacturer. Now hold on to your seat tighter. Underneath the chairs and bench was defective but livable. Now in back of the sofa was 2 little circles where leather was peeled off. My daughter says "I had enough, I will keep this" and corporate office knocked off 30% of each piece of furniture, the sofa and 2 chairs. What a roller coaster ride adjusting the account! Their credit department was totally unprofessional. I'd seen the account not showing credits, just returns. This was going on over a week and a half. Second person said this to me, that I sound paranoid and angry. How dare you to make a comment like that to me.

    My daughter opened up a Macy's account for this purchase. Now attached to the account was also an American Express account - never brought this to her attention. Finally the total purchase price was adjusted correctly. I tried to call corporate to find out the account number on the furniture, I could not get a direct answer. Then they told me a money order would be acceptable to make payments and so I made out a money order because this way it's like cash. Then went to the store and it was not accepted. The manager in the store called account services. Finally I got the account number.

    This company is ripped apart with no structure. I feel they need to regroup themselves from corporate straight down to management, customer service and credit department. They are so worried of customers returning their furniture defective or using it for a couple of weeks and returning it but they will not tell you how they are trying to deceive you. I failed to mention my daughter took out a protection plan from the original cost and they also gave me credit on that for the final sale price. The only thing I can say is, Beware. Inspect the furniture thoroughly, upon receiving it.

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    Customer ServicePunctuality & Speed

    Reviewed Nov. 11, 2013

    We ordered a couch and double recliner in early October 2013. We were told it would take approximately 6 weeks. We received the furniture on November 10. We were kept informed through emails about the status of our delivery the entire time. Macy's sent emails and called us multiple times to make sure our delivery information was correct and that the charge went through correctly.

    We were contacted the day before delivery to give us a 2 hour window for delivery. The truck actually showed up a half hour early. This was a completely delightful experience unlike anything I have read in other reviews. The furniture came as expected, in great shape and exactly what we ordered. There were NO problems with our entire experience. I would use Macy's again without any hesitation.

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    CoverageSales & MarketingPriceOnline & App

    Reviewed Nov. 10, 2013

    We purchased two of the Franco Leather Power Sofas and one Recliner three years ago. After having to replace one of the sofas within a few months because the wiring underneath became tangled in the gears and shorted out, and the recliner was replaced after a few more months because it was listing hopelessly to one side, we thought we were free and clear of defects. Well, maybe, maybe not. The Worry No More warranty covers manufacturers' defects but not ordinary wear and tear. We are an older couple, no kids.

    After just two years, the seat cushion and one of the arm cushions of the recliner, which admittedly gets the most use, had collapsed so badly that there is a metal bar poking into my backside and my arm rests on the wooden frame. I had an inspector come out and he said, "Yes, there is a 'hole' in the seat, but the warranty doesn't cover..." blah, blah, blah. So, after spending $5,000 on the matching set, we're out. Oh, yes, I could go out and spend another $1,000+ on just the recliner. As a matter of principle I will not. This brand of furniture is not worth the price. Period. I do think an expensive recliner should last more than two years with less than normal wear and tear.

    Now, more importantly to the bigger picture, After numerous attempts, Macy's has refused to post my negative review of the recliner on their website. So, dear potential customers, what this means is that when you are shopping for anything at Macy's and refer to their website for previous customers' reviews, you're only seeing the side that Macy's wants you to see. How disingenuous and what cheats they are. If they can't sell quality products that garner good reviews, they will just hide the poor reviews from you. How's that for scam marketing? I personally will never shop at Macy's again. I contacted Macy's several times and they said they either didn't understand my complaint or they never received it. There is just no honesty left in this world. Disgusting.

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    Customer ServicePriceStaff

    Reviewed Oct. 29, 2013

    I purchased a mattress the end of August 2013. I had been looking for months and months trying to find what I thought would be the best mattress for me. The one that I purchased from Macy's I had looked at least a dozen times before I bought it. It was so comfortable. When they came to deliver it, I pushed on it and then got on it and realized immediately this was not like the one in the store and would not work for me. It was way too hard. I told the delivery men and they said I had to keep it 60 days. I told them I could never sleep on that one day, let alone 60. Then he said it needed a break-in period to just give it a try and they left.

    After 3 nights I was in misery. I called my saleslady and told her. She also said I had to keep it 60 nights and it had to be broken it. I tried it again and there was no way this was the same bed that was in the showroom. I don't care what they say about a break in period... This bed was not the same. I called customer service and told them because my saleslady was not working the day I decided it really had to go. They told me I would have to pay a restocking fee and make a re-select. I told them I thought that would be fair IF I selected the wrong mattress. I did not select the wrong mattress... I got the wrong mattress. I was extremely upset about that and waited till my saleslady worked again and went in to see her. She said I would have to re-select...so I tried to find one I thought would work and picked it.

    They charged my card for the new one because they said it could not leave the warehouse until it was paid for. I said, "Well, now I have two mattresses on my card??" She said I would immediately get a credit when they picked up the old mattress. We scheduled a date for about a week and a half. After I got home, I started thinking how I just got ripped off for money that I should not have to pay. I called my saleslady and told her just that. She said she had talked to her boss and told him how I had been in there so many times that she really felt like it was not my fault and that I had tested that mattress a lot of time. She said if I waited a few weeks and gave it a rest at customer service and got closer to my 60-day trial period, she would get my restocking fee removed. So we pushed off delivery of the new mattress and I tried the bed once again.

    The following week, I called her and told her... I just could not sleep on it. Then she told me that they had an "issue" the day before with someone else and she could not give me my fee back. That was so wrong... She lied to me and I fell for it. I thought I was stuck with getting a new mattress and would not be allowed to get my money back. I asked her if I could do that and she said she did not know (really?). When they came the next day with the new mattress...after thinking about it... I refused delivery. I was scared it would not be like the one in the store and I would have to pay even more money for something that was not my fault.

    Now it has been over two weeks. I have not received a refund for the first mattress and on top of that they charged me for the second. So now I have two mattresses on my credit card and do not even have one. I have called and they keep telling me it will appear. She said, "It takes 10 days." Well...10 days are past and on top of that...how come the charge appears the next day...but 10 days for a credit. It is against the law I thought to charge someone for a product they did not get yet. I am so upset with Macy's. They took my money and never even tried to see if I was correct about the mattress. That is so wrong.

    I will NEVER purchase anything from them again. I really thought that it would be a good place to purchase because they were an upstanding company. I did not purchase the wrong mattress. I am beginning to think these companies put super nice mattresses on display, but that is not the mattress you get. My mattress was nothing like the one in the store. Thanks.

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    Customer ServiceStaff

    Reviewed Oct. 19, 2013

    I will never buy furniture or large items that need to be delivered from your store again. I get a million phone calls leading up to a furniture delivery so when I am told each time I will get a call 30 minutes prior to a delivery, I expect to receive that call. Today, I did not receive a call 30 minutes prior, but I received a call as the delivery driver was at my door. Well, I wasn't home - I was about 20 minutes away, where I expected to leave as soon as I got the call so I could meet the delivery people. No such luck as the driver thinks that it is his right to leave and not wait that promised 30 minutes. So I won't be getting my furniture today - thanks for NOTHING Macy’s - you are officially the worst company in America! DO NOT BUY FURNITURE FROM MACY’S!!! Worst delivery service EVER!!!!

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    Customer ServiceCoveragePricePunctuality & Speed

    Reviewed Oct. 17, 2013

    I purchased a leather couch and love seat, which were fairly expensive, in 2008 and thought that I was buying quality all leather furniture thinking that Macy's was a quality retailer. I also purchased the -worry- no more 7 year protection plan. This fall I had a puncture in my couch and had a very difficult time trying to get someone to inspect the damage and repair it as covered under the protection plan. I finally got a rep to come to the house and he told me that it was covered. Also the leather... which turned out to be a leather thin film coating over a backing was separating from the backing around the puncture... definitely not the quality I thought I was purchasing. I never received a letter from Macy's so after 3 weeks I called and was told a letter had been sent via e-mail... which I never got... and that the damage was not covered. This has already been too much work and makes me wonder whether Macy's is a quality company or they just don't care about the customer.

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    Reviewed Oct. 5, 2013

    Just following up on my previous review. Delivery on October 1 went well. I got a brand new Foster and Stearns mattress and boxspring from Macy's. Delivery men took their time, were very polite and let me examine both products before I signed for them. Macy's also gave me VIP treatment and sent me a $50.00 dollar gift card for all the inconvenience I suffered. As this was the third attempt to deliver the correct product, I would say it was third time lucky. I am very happy with my new mattress and boxspring. Thank you.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Sept. 25, 2013

    Recently ordered the above set from Macys.com and both items were delivered on time. After the delivery men left, I noticed a rip in the seam of the mattress. Called immediately and ordered another new mattress. Macy's delivered another mattress and took away the first one. The delivery men nearly ran out of my house before I could check the mattress. Upon inspection, the mattress was used, was the wrong height and had a chemical smell coming from it and was wrapped in dirty plastic wrapping. I had a severe allergic reaction to the smell and as I also suffer from asthma, I could not sleep on it. I also had my neighbor and husband check the mattress and they agreed it was used.

    Called Macy's the next day and told them I wanted a new mattress and box spring set direct from the manufacturers, as I paid for a new set and not a used one. They will deliver this to me on October 1 next. The people at Macys.com have been very helpful in dealing with this problem. I just want what I paid for, which is a new mattress and box spring. This has been a miserable experience and I would not purchase any more furniture from Macy's.

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    Customer ServiceReliability

    Reviewed Sept. 21, 2013

    I went to Macy's furniture dept in Staten Island, looking for a leather couch. I found a most comfortable sectional, a Duncan. It was so comfortable. I bought it and set up for a delivery. Delivery was on September 17. The couch I received was not the same couch I saw in the store. It was very hard and uncomfortable. I called customer service. They said it was new, it had to break in. Then came the smell, a chemical smell, that was causing me to have respiratory distress. Three days after delivery, I called customer service and requested them to have the couch removed from my house. I told them about respiratory problems. They said they would pick it up on Sept. 25. They also told me there would be a 15% restocking fee. I was never informed about a restocking fee. That means I would have to pay them 350 dollars, and I get nothing. I believe there is a law in NY that states you have to be told about restocking fee before you purchase. Has anyone started a class action suit against Macy's? This is outrageous. How have they gotten away with this? I could vaguely understand a stock amount for restocking, but not 15% of the amount you spent. I received defective furniture. They should be paying me.

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    Customer ServiceSales & MarketingPricePunctuality & SpeedStaff

    Reviewed Sept. 12, 2013

    I recently purchased two leather chairs from Macy. I searched high and low for the right chairs and found these. I sat in the chair in the store and had my husband come sit in it as well, because I had read the return policy and I knew it was expensive to return the furniture. Here's there policy as listed on their website:

    Furniture Return Policy: Upon delivery, please carefully examine each piece of your furniture. If you wish to return the furniture for preference reasons, you must contact Macy's Customer Service within 3 days of your delivery. For preference returns, furniture protection plans will be refunded. The delivery fee will not be refunded and a restocking fee of 15% will be assessed. If you notice any damage or imperfections within 10 days of your delivery, please notify Macy's Customer Service. At that time, you may choose to receive an exchange or schedule a service appointment to correct the issue.

    They were delivered today. I noticed right away that the chairs were not as comfortable as the one in the store, but I figured that is to be expected as there is probably some compacting that goes on over time that makes them more comfortable. So when my husband got home, I asked him to sit in them. He said they were like night and day from one another and from the chair in the store in level of comfort. And, he pointed out that one of the chairs has a different leather on it. One seemed very much like plastic. I called Macy's to see about returning the chairs. They offered to replace the chairs, but I can't keep going through process until I get one that is like the one in the store. What a hassle. Plus, after reading from other websites, I realize there is no point. I'm never going to get the chair I saw in the store.

    I had read the reviews on Macy's site, but I just started looking elsewhere and found a Consumeraffairs.com website with a large number of complaints about just the same thing. I just read a review that explains the exact same situation as mine which leads me to believe that Macy's is aware that these chairs they deliver are not the same as the one in the store. Not the same at all. There are several reviews on this website about a bait and switch. Macy's is coming next Thursday, September 19th, to pick up the chairs. I am forced to forgo the delivery fee of $110 and they did charge me a 15% restocking fee, which is strange because when I talked to customer service, they told me they could not sell the chair as now it is used. So what are they restocking? I paid a total of $1609.79 but will only be receiving a check in the mail for $1,268.52 in 20 business days. I'm ashamed to say that I really did waste my money; sadly, $341.27 of it.

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    Customer Service

    Reviewed Sept. 7, 2013

    I ordered a media center and Sofa in May 2013. I was contacted in June 2013 that it will be delayed until September 2013. I was contacted in August 2013 that it will be delayed until November. I have contacted them each time with the time in August their customer service rep stating that they will send a partial shipment (Sofa and Media Console, no book ends) on September 7th. Delivery just had Sofa so I rejected it. Customer Service can just "yes" you and their supervisors have no power at all. The larger issue is they had my money $2000 since May without delivery and they continue to show my products on the web.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Sept. 6, 2013

    I will never again order a delivery from Macy's. I ordered a mattress set to be delivered. First of all, their earliest delivery date was for three weeks from my purchase. I should have known then that I was going to have issues. So I spent three weeks sleeping on the floor. Then on the day of the delivery I sat around my house waiting for them to show up. I got a call 15 minutes into my 2 hour window saying they left and were unable to deliver. I called back immediately, but they said there was nothing I could do until the furniture was checked back into the warehouse, and that somebody would call me that night to reschedule delivery.

    Nobody called that night. I called back the next day and was told my delivery could be scheduled for the following weekend. Another week of sleeping on the floor. I knew they called the day before to give you your two hour window, so when I didn't hear from them I knew something was wrong. I just called and was informed that my delivery was never scheduled. Everyone was very fake and apologetic, but this only made things work. Thanks to Macy's I get to sleep on the floor for another week. Never doing business with them again.

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    Customer Service

    Reviewed Sept. 4, 2013

    I ordered living room and dining table sets from Macy's on 29 July 2013. Macy's promised to deliver them no later than end of August 2013. We waited until the end of August, and when we contacted them they told us the furniture will be delivered some time in October. I called their customer service and I asked them to confirm a new delivery date, and they said they can not. What do I do? Any advice.

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    Customer ServiceStaff

    Reviewed Aug. 26, 2013

    I ordered a set of three Grandview bookcases and a single Grandview bookcase on March 13, 2013. The delivery of these items has been delayed many times. I just learned that my bookcases won't be delivered until October. Though every Macy's customer service representative has been very apologetic and professional, I am not confident the bookcases will be delivered in October. I have been a Macy's customer forever and most of my living room furniture is from Macy's, but this seems odd to me. Is anyone else having this problem? Should I cancel my order and go to another company?

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    Staff

    Reviewed Aug. 19, 2013

    My wife and I went today to Macy's to purchase a new king bed and mattress. We experienced the WORST salesmen that we have ever encountered. Mike and John were their names. We started with a wonderful mattress saleswoman who helped extremely well. We were all set to purchase the top line Sealy king mattress. We loved it. She then assisted us with a king bed online at Macys.com. We were all set to purchase everything. Over a $3,000.00 sale. We were very excited.

    Then the saleswoman had to hand us off to the 2 salesmen in furniture to complete the sale. What disgrace this turned into. The 2 men, Mike and John completely shot down the sale. They were arrogant and completely disrespectful to my wife and I as well as the nice mattress saleswoman. We abruptly departed the store. We went to JC Penney and purchased our new bed and mattress. We were really shocked with the attitudes of these guys and would love to know what their problem was. We were the only customers in the furniture department and now I know why. We will never set foot in that store again and I will be sure to relay my experience with as many people as I can.

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    Customer ServiceCoveragePunctuality & Speed

    Reviewed Aug. 4, 2013

    I went to Macy's to buy a mattress. I paid the money and asked for a delivery. As a single working guy who can't be home except after 5 pm, I asked for a delivery on a weekend. The closest weekend was after two weeks. I was fine as far as I can get my mattress. The agreement was to call me one day before they deliver to give me a 2 hour window. When the call came, I was informed that the mattress will arrive Sunday at 7:00 AM! I called Macy's customer service to explain to them that I was expecting them to come that early as I am working a night shift and I'll be done by 8 AM. So I asked to reschedule the time window, which they refused. I asked them to keep at the same window but to deliver it at 8 and they said they'll try but "no promises".

    The only solution was to reschedule to the next weekend which was impossible to me as I can't tolerate my back pain for another week. Next day, I received a call at 7:15 telling me they were at my neighborhood. I had to leave work and couldn't sign out my patients to the next doctor who is taking the shift. Macy's is saying they have a 5 star delivery by covering their shoes and being polite. This would be 5 if they can be a little bit flexible in timing which is WAY more important.

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    Punctuality & Speed

    Reviewed July 30, 2013

    I ordered a bedroom set from Macy's Boca Raton, Florida. It came in early and the delivery guys were very professional. I loved them so much I went and bought a new living room set from them. The delivery had been delayed 2 times as it does come in in a container but because my sectional was here and not my tables they broke up the sales order and delivered my sofa. Today 2 months later I received a phone call that my tables can be delivered Thursday... I know this is a site about all that is bad but I wanted you to know that we investigated and previously bought furniture that fell apart the first year paying thousands... This is our 3rd living room set and our most comfortable yet. I will only buy now from Macy's... may have to wait a little longer but at least I know what I am buying...

    Thank you and sorry to hear others are not having as good a experience. Hope the other stores... are better... I won't go back.

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    Customer ServiceStaffProcess

    Reviewed July 16, 2013

    I am currently in the midst of updating and refurbishing my home. It has been a long and arduous task but it has also been very rewarding, I have learned a lot that even I didn't know about home improvement and finally, it is almost over. One of the final steps in this process is replacing my old, worn out, broken down, sad, awful furniture. I was greatly looking forward to this as in my entire adult life I have never purchased brand new furniture. I was very excited. I decided to go to Macy's on McKnight road and actually go sit on it and test it out as opposed to just ordering blindly online. When we arrived at the store we were greeted by Mike who seemed happy to see us. I was a salesman for a long, long time. I know what to look for in a good salesman and quite frankly I have come to expect a certain level of service when making a purchase, especially if that particular salesman makes a commission.

    Mike DID NOT meet these expectations and beyond that he continued to "correct" my girlfriend over the color of one of the items we're purchasing. Both colors being described were a light blue-green but she was calling it teal and he would correct her and call it mineral then give me this look like "She's a girl and she's dumb, we're men and we're smart". First, there was only one color option that was that was remotely blue or green, so it isn't like it could have gotten confused and second, if we're the ones spending the money I don't care if one of us calls it "Autumn Fromage", if we're pointing at it and you know the order code don't open your mouth to correct me, just wait patiently for me to put my money in your hand.

    Needless to say, I left the store disappointed WITHOUT making a purchase. I went to six more furniture stores and couldn't find anything. Finally I begrudgingly went back to Macy's. I was greeted by a wonderful salesman named Joe who was knowledgeable and seemed to genuinely love what he was doing. He answered all my questions directly and anything he didn't know he wasn't afraid to go get the correct answer. This guy was what a salesman should be. I asked Joe if he was going to be available the following day but he wasn't. We agreed on the following Monday and I told Joe I would try to call him to confirm but that every time I had tried to call that store in the past no one answered. Rather than make excuses for no one answering the phone he just gave me his personal cell phone number and told me to call him directly.

    Monday came and I called Joe. He informed me that he has been in the hospital but he would call the store, find out who was working, put me in their hands and call me back. Joe is an amazing salesman. When I get to the store to make my purchase it was a different story all together. I ask for Jim, that Joe turned me over to. Jim was a sad, miserably angry man who was extremely confrontational, spoke down to me and to other clients as well and seemed as though he hated his job. He tried to cut corners at every turn, one of which would have resulted in me being overcharged by $130 and finally when it was time to pay ,it took over an hour for him just to take my money. Rather than stop and ask for help he just plowed ahead.

    There were six different times I felt like telling Jim to just cram the whole sale and be done with it because I knew all the order and color codes and could have just as easily ordered everything myself from home and been done with it. The ONLY reason I continued with the sale was because I knew Joe was getting full credit for it and I had already respected him so highly. If you are living in Pittsburgh and shopping for furniture and HAVE to order from Macy's, call first, ask for Joe and set a time to see him and refuse to deal with anyone else. Even while I was waiting for Jim to fumble through ringing my order there were two other customers complaining about two other salesmen. Macy's completely ruined my furniture buying experience.

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    Customer ServiceStaff

    Reviewed July 15, 2013

    I ordered a box spring and mattress through Macy's the end of June and because there was no day where I could know the delivery time more than 24 hours in advance (or a weekend day), I had to choose today (July 12). The only time available was 11:30 AM to 1:30 PM. Because my wife is not able to take time off work easily I had to use Paid Time Off to come home halfway through the day and wait the bed to be delivered. At 2 o'clock I had not heard from the delivery person about the bed and my wife was able to call customer service. After waiting on the phone for 20 minutes the customer service representative (Christina) told my wife that the box spring and mattress had not been delivered to the warehouse as of the previous night and thus was not on the list to be delivered today. So after learning that the order would not be delivered today my wife asks the customer representative to call me (the primary number on the order) so that we can schedule another time to deliver. My wife was told I would be called within a couple hours.

    At 3 o'clock I received an call from a blocked number and upon answer the caller immediately hung up. At 3:30, after not receiving another call or message from the customer representative, I called the customer hotline. I spoke with a different representative that told me the box spring and mattress were not delivered last night and did not have a delivery date on them. After telling her what had happened she informed me that I had been called today and that my line was busy. When my wife had called she was told that no one had called me or her. From speaking with the customer service representatives all I got from them was an "I'm sorry to hear that"? Right now I'm sorry I chose Macy's.

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    Customer ServicePricePunctuality & Speed

    Reviewed July 11, 2013

    The call center for Macy's furniture is horrible. The wait time is always an hour plus. They have a hard time sorting prices. For this purchase, the mailed flier, online and phone prices were all different which ended up requiring that we place the order more than once to get the correct price. They delivered the furniture on the wrong day. They refused to let me add the warranty when I called back within days after purchase. It is hard to get through on the phone line so you have to have the time to wait. There were several times I ended up hanging up to attend to something else.

    I am an 18-year customer of Macy's and up to this point, have been very satisfied. I have closed my account with them due to the terrible customer service I experienced when purchasing furniture. The call center is just a mess. I can no longer recommend Macy's to others!

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    Customer ServicePunctuality & SpeedStaff

    Reviewed July 10, 2013

    We ordered a $2,700 table and chairs for our home. We had to wait over six weeks for the order to arrive. When the delivery was made, the order was wrong. The delivery guys were very nice and called immediately to report the issue. The customer service lady was so rude to him and my wife. She had the personality of an angry dog! We have now been waiting for Macy's to make the order right. The store manager in the Clearwater location, Tina **, has been no help at all. Our salesperson is nice but can do nothing to help. Will NEVER buy from Macy's again!!!

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    Customer ServiceStaff

    Reviewed June 19, 2013

    I ordered a dining set from the Macy's furniture store on Staten Island on April 6, 2013 and was given an estimated date of June 6th for delivery. On May 11th, I received an email saying that my furniture would not be available until July 17th. I called Macy's customer service and was told that all their furniture is shipped from overseas and that they had a problem shipping it out. Macy’s issue with the vendor should be seamless to the customer. I should not have to hear about how there are problems with getting the furniture from the vendor. I thought Macy’s was reputable. This is not what I expected of them.

    Now I get another email with an estimated delivery date of June 17th but in the email, they emphasize that this date is not a guarantee. On May 22nd, I received another email with the same estimated delivery date for July 17th. They pretty much give you bogus delivery dates just to appease you. There is no reason a customer should have to wait 4 to 5 months for furniture.

    Okay, June 12th, I get a phone call. My table is in and I scheduled a delivery date of June 20th. On June 18th, I get another phone call from an unavailable phone number, its Macy’s warehouse. They can’t deliver the furniture because the entire container shipment was damaged. Are you kidding me!? And the customer service reps are so nonchalant about it like they do this every day. My new estimated delivery date is now August 6th. I could go to Pennsylvania, have the Amish make it by hand, have it delivered by horse and carriage, and it would still get to me before Macy’s can deliver their furniture. This is wrong! They should not be allowed to hold their customers captive by lying to them about delivery dates. I have wasted months waiting for this kitchen set.

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    Customer ServiceCoverage

    Reviewed June 18, 2013

    I'm very unsatisfied with the Worrynomore plan purchase from Macy's. My furniture got some food stains, heat marks and some scratches from moving. I called Worrynomore, spoke with Oscar and he said that it's not covered by warranties because it was while I was moving and I said, "How about the food stains and the heat marks?" His reply was that he already made the complaint for the moving which is not covered. I asked for a manager, waited on the phone and in a few seconds was a dead tone. No one answered. I'm very disappointed at Macy's for choosing a company like this one. I'm an unsatisfied customer not shopping with you guys anymore.

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    Customer ServiceStaff

    Reviewed June 15, 2013

    Don't do it! Don't buy the "Worry no more" warranty... I recommend that you take note of the furniture manufacturer warranty and buy from a manufacturer that provides a decent warranty. You will find dealing with 'Worry no more" to be a total horror show! I'm in MA, ordered a sofa and love seat from Macy's furniture and bought the "worry no more" 7-year bells and whistles plan since it was sold as a full coverage plan. It should be called Worry, not worry-no more because if you purchase the service, that is what you will end up doing. They have no concept of service! They are unprofessional! They lie and they waste your time! Don't waste your money or your time with Worry... And Shame on Macy's management for linking with "Worry no More" and allowing 'Worry' to use the Macy's name to pedal such inferior warranty service. Why I say Worry sucks?

    I put in a claim on May 2nd (**) with "worry" and after a week or 2 back and forth, we settled on a date for inspection of the 2 furniture issues - Saturday, June 15th, and then the Tuesday of the week they are to come out, they bounced me to Macy's furniture and cancelled my claim saying (without inspecting the loveseat) that what is wrong with it is still under manufacturer warranty (note no call from Worry, Macy's Furniture called me to let me know of the cancellation). Macy's furniture did a good job working one of the issues which may be related to back support of the furniture, but since there is an issue with staining also, Macy's got "Worry" back on the horn for me and Worry setup a new claim# and noted that they would have someone come out on the original Saturday, June 15th date to assess the issue, and stated that I would get a call regarding my 3-hour window.

    Saturday comes, no call regarding 3-hour window so I called "Worry" worried, and they told me my window is noon to 3pm, and stated I would get a call 2 hours before the inspector arrives. Yes, at this point, you would think all is going well... Well, you would be incorrect since 2:30pm comes and no one called and when I called "Worry", I was told they cancelled my claim again... Well, the associate at Worry seeing that the service has been totally screwed up tried to put me through to a supervisor to resolve but I got cut off. So I called back again and got a belligerent male who yelled at me telling me I needed to listen to him explain how "Worry" operates (note this is my 3rd 1-hour call with Worry for this issue, so it is pretty clear how they operate) when all I want to know is when is someone coming out to look at my furniture. And all I would like explained is how they could tell me wait between noon and 3pm as of 9am the morning and then cancelled my claim as well as the inspection for the same day.

    Well, the belligerent male would not connect me to a supervisor and hung up on me, to which I had to call Macy's who got things back in order again. So it seemed, but somehow it came off the rails yet again. As previously stated, "Worry" has no concept of service! They are unprofessional! They lie and they waste your time! Don't waste your money or your time with them. And shame on Macy's management for linking with "Worry no More" and allowing 'Worry" to use the Macy's name to pedal such inferior warranty service.

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    Customer ServicePricePunctuality & Speed

    Reviewed June 9, 2013

    I shopped for six months for the right comfortable recliner for my back problem. I ordered a green Almafi recliner at Macy's over the phone. When the chair arrived, the leather felt more like plastic, not the nice soft leather I had looked at in three different Macy's. The chair had a different internal mechanism inside the foot and back when reclining. It was not comfortable at all. The upholstery was not stuffed completely. I let them deliver it, then took a good look and sat in the chair. I was not happy at all with the chair.

    I called the next day and told customer service that I did not want the chair. Ten days later, they picked it back up. The next day, after calling to return it, I received my receipt in the mail from the phone order from the salesperson I had placed the order with. Only then did I read that they would charge me a 15% restocking fee. I called the customer service and told them why I was sending the chair back, and he said "You still have to pay." I said it was a bait-and-switch. I did nothing but purchase the chair in good faith, assuming what was on the sales floor was what I was getting. I later went back to two of the Macy's furniture departments, and spoke with the salespeople in the department. They both had been there for years. Both told me that the floor models had been there for six or seven years. They were past production models and not what is being manufactured at present. I do not think I should have to pay a 15% restocking fee.

    Bait-and-switch is what Macy's is doing. Customer service would not let me speak to a supervisor. He told me that was their policy, and that they would tell me the same thing. All he could do was give me 10% off my next purchases of a chair. Why would I ever purchase any furniture from Macy's ever?

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    Customer ServiceContract & TermsCoverageSales & Marketing

    Reviewed April 28, 2013

    I paid $200 for a 7-year warranty. Warranty expressly covers ballpoint ink. Five years later, our three-year-old decides to scribble on the couch using ballpoint pen. I followed the terms of the warranty to the letter in immediately contacting the company and staying home one morning so they could send a representative over to take photographs of the stains. Subsequently, I received an email that our claim was denied because the warranty does not cover general soiling.

    I contacted them in writing with 30 days, as they required, to point out that we did not want them to clean any general soiling, just the ballpoint ink covered by the warranty. I got another email from them this time to say that they could not clean the ballpoint ink because there was also general soiling. I wrote back to inform them that they were clearly in breach of contract as nowhere in the warranty does it condition removal of ballpoint ink (or any other covered stain) upon the furniture not having any general soiling and that had there been such a provision in the warranty, we (or anyone else in their right mind) would not have paid for a seven-year warranty.

    Seriously, what family with kids (or actually even without) does not have general soiling on their couch after up to seven years? At this point, I think we stumped the tier one claim deniers and were told we would have to start over by writing to an entirely different department, which I will do. No way I am letting go on this, not that I have the time or need the money, it's just the principle. Anyway, bottom line and the entire purpose of writing this tale on a Saturday night is to spread the word that this so-called worry-no-more warranty is a complete scam, which tarnishes Macy's reputation. If you must purchase furniture at Macy's (we won't again), do not waste your hard-earned cash on it.

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    Customer ServiceCoverageSales & MarketingStaff

    Reviewed April 27, 2013

    My husband and I purchased living room and dining room sofas last year for our new home. Highly recommended by the sales associate, Carmen at Dadeland Macy's Home Store. We purchased the Worry No More protection for everything. Two months ago, we placed a laundry basket on our seldom used dining room table. Scratches were visible after removing the basket. I called Worry No More and placed a claim. After waiting two weeks and a no show appointment, the local representative came over and said they'd replace top of table or just replace whole table.

    Two weeks later after not hearing from company, the claim was ultimately denied. They sent an email stating they don't cover accumulation. I explained to rep over the phone that this table has been used twice to date and repeated what was told by local rep who came to my home. She was extremely rude and said I could respond via email. I did and called local representative Robert as well. I still have not heard from Worry No More via phone or email! Never again will I purchase this fraudulent mismanaged scam! Macy's should rethink pushing this to consumers.

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    Sales & Marketing

    Reviewed April 25, 2013

    I ordered a Serta iSeries from Macy's, Hwy 35. The mattress was delivered and was poorly constructed and the mattress was sent back. I ordered another mattress set (Beautyrest Black Tara) in March 2013. The mattress set was delivered damaged; the box spring's edges were rubbed as if used. The mattress had a big sink hole; the shipping receipt had "cond code 2" scratched out and 3 was written. In addition, on the shipping receipt, it had "Return." Also, the mattress was supposed to have been made to order, but had a date of 20 Feb. 2013 - old, used mattress.

    The description of the mattress height was supposed to be 17"; the mattress measured 14.5". Macy's sent another mattress within the same week. Again, the measurements were off and I refused delivery. I placed another order for a Stearns & Foster Klara Push. The mattress was delivered on 20 Apr 2013. The box spring had someone else's name on the shipping receipt and a date of 1/4/2013, but on another tag affixed to the box spring, it had a date of 1/6/2013. I contacted Macy's and was told that was not my order number.

    This company is recycling their returned used mattresses back into their inventory and reselling to consumers. Macy's sent a letter stating that with the second mattress set, they knew the mattress was damaged prior to delivery to me. However, they never contacted me. Instead, I had to bring the issue to their attention. This company would have gotten away with this scam selling damaged/returned merchandise. If customers are not smart and not aware of what to look, Macy will continue this practice. Consumers need to be aware of this company!

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    Customer ServiceCoveragePrice

    Reviewed April 11, 2013

    I purchased a bunch of furniture from Macy's Fort Lauderdale Furniture Store in March 2009. The salesman and the store manager really pushed their "WorryNoMore" protection plan, and claimed that it would cover virtually any problems you ever encountered with the furniture for 7 years, after which time you could get a full refund of the cost of the warranty if a claim had not been filed. Warranty was $278 on top of the $4000 cost of the furniture.

    Part of the furniture included a dining room set with four leather chairs. About 3 months ago, the leather seats on these seldom-used chairs started cracking all over, and within the last week, every one of the chairs has developed large holes and tears in the fabric that go all the way through to the seat padding underneath. I contacted the WorryNoMore customer service number earlier this week to file a complaint, and explained the problem. They immediately denied the claim while I was still on the phone, saying "cracks" are not a covered item. I explained that the cracks have developed into rips, tears, and holes, and the warranty document clearly states that it covers "Rips, Tears or Punctures" in upholstered leather furniture. They asked me to email pictures of the chairs and close-ups of the damage, which I did within 10 minutes.

    The next day, I got an email stating that the claim was denied because the pictures show cracks in the material, which are not covered. I've now called back multiple times and tried to reach an apparently non-existent supervisor to have them explain how rips and holes in the fabric that are clearly visible in the pictures are not covered by the warranty that clearly says they are covered. Each time, I get transferred to an answering machine saying all the supervisors are busy and someone will call within 24 hours, but no one has ever called. The online status of my claim has now been changed to "denied and closed".

    I'm going to follow up with a complaint to the local Better Business Bureau, a visit to the sales manager at the furniture store, and a letter to Macy's CEO demanding a refund of the cost of the warranty plus replacement of the piece of junk chairs. I'm not really expecting any success on any level; maybe small claims court is the next step.

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    Customer ServiceCoverage

    Reviewed March 21, 2013

    My four-year-old leather sofa looks awful! The cushions are bumpy and unsightly. The Worry no More Protection Plan is a waste of money. Cushions aren't covered even though they are falling apart. Needless to say, I will never purchase furniture from Macy's. There are too many other options with much better customer service.

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    Customer ServiceStaff

    Reviewed Feb. 27, 2013

    I bought a couch from Macy's. After the expected 12 weeks for order, there was a 2-week delay. 14 weeks later, I get to pick a date for delivery. Five days before delivery, I got a call saying the delivery was put on hold. Three days before, I got a call saying they would call the day before delivery with a time slot. I never heard from them again. I called on the day of the expected delivery and they said they had arrived at my empty house and left. I called customer service that day to see if I could reschedule, but they couldn't give me a date until the furniture arrived back in the warehouse. When it did arrive again, the next delivery date is over a week away. I called customer service to see if they could get me a closer date since it was their mistake to not give me a time window, and they told me the warehouse handles that and I would have to deal with the time they gave me over their automated system. I can't even talk to a real person about it. Please save yourself 3 months and the hassle and buy your furniture from someone other than Macy's.

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    Customer ServiceCoverage

    Reviewed Feb. 22, 2013

    We bought a Natuzzi leather sofa from Macy's in 2009. Two years later, all the webbing straps under the sofa that holds the foam broke. The foam was breaking down and the wood frame between the cushions that held the foam was sticking out between the cushions. Ouch! We took the extended warranty Macy's offered from "Worry No More." Well, you'd better worry a lot more because the extended warranty only covers accidental stains and spills, which we were only informed about when we went to use the warranty. We even called Natuzzi to see if they would stand by their product and at least repair it for us, but they wouldn't. Two year's good life on a Natuzzi leather sofa for $1,400. Shame on you, Natuzzi! Shame on you, Macy's, for not being a reputable company!

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    Reliability

    Reviewed Feb. 21, 2013

    This furniture delivery company is unreliable. They were supposed to arrive at my building between 10:45am and 12:45pm. I am still waiting at 2pm and after calling and waiting 30 minutes on hold, I am told they had a problem and won't make it for another hour. After having to take off work to deal with this, I find it easier to just cancel my order all together. Huge disappointment in service here.

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    Reviewed Feb. 19, 2013

    We purchased a leather sectional theatre style seating set that was delivered 10 days ago. Both my husband and I noticed an overwhelming chemical smell coming from the furniture. I tried cleaning it, buying an air purifier and leaving the windows open, all in the hopes that the smell would dissipate. I still can't be in the room without getting asthma-like symptoms that last for several hours after I leave the room. After doing some online research, I found we are not the only ones having this problem. Both this website and Consumer Reports have numerous complaints from people that have purchased leather furniture made in China. Great Britain has actually banned it.

    When I called Macy's customer service, I was told I have two options: I could trade for the identical set or return it and pay a 15% restocking fee and pickup fee. She said that return was being considered a "preferential return." Right! Thanks Macy's, you've lost another customer and I'll be sure and tell as many people as I can about the poor quality of your furniture and service.

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    CoveragePunctuality & Speed

    Reviewed Feb. 12, 2013

    I bought a $1,000 low profile curved headboard bed frame from Macy's and paid good $115 for their Worry-No-More protection plan. Four years later, I called to file a claim for the first time to resurface some dig and scratches. The technicians they sent out never showed up at their promised time and never called to reschedule. This has never been resolved even until three years later. I still never received the service they claimed they would provide. Now the policy has expired and they just flat out refused any more service. So basically, do not buy furniture from Macy's and do not bother paying for what they claimed "Worry-No-More protection plan! You should worry all the time if you buy any furniture from Macy's. I am waiting for a class action to sue Macy's!

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    CoverageSales & Marketing

    Reviewed Jan. 29, 2013

    I bought a 7-year "Worry No More" warranty from Macy's in Boca Raton, FL to cover an expensive couch. After 5 years, a small gathering of friends caused two small holes in one of the cushions. These were caused by a pen in one person’s back pocket, and a girl with a sequined coat rubbing up against the side of the cushion. I reported this immediately and a technician came out and examined the holes. They said they were an obvious accident and promptly reported so the warranty company would cover them. Hearing nothing from them for over two weeks, I called the company with my claim number. This call resulted in the warranty company saying the couch had some wear, and therefore the holes would not be fixed.

    This is truly outrageous and amounts to theft. The only way a five-year old couch would not show any wear would be if you didn't use it at all. They therefore have a "guaranteed" way of denying every claim and I suspect they do. Other problems are handled with a different part of the scam. Bait and switch with a nice North Carolina model in the showroom and cheap Chinese product delivered. This seems to be a regular practice as it has happened to several of my friends. So, I would warn everybody in the Boca Raton area to avoid Macy's Furniture Store like the plague, as they employ legal bait and switch scams; and when asked about any problem, they refer you to the "Worry No More" people who are out and out crooks. If you buy there, worry. I would love to see the percentage of complaints made and actual repairs made. I would bet a great deal of money that the number approaches, if not equals, zero. Read and heed.

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    Staff

    Reviewed Jan. 29, 2013

    First of all, I just wanted to notify all who are receiving delivery from Macy’s furniture to not let these deliverymen enter your homes without checking their valid identification issued by your state. Most of these guys are illegal immigrants who have not gone through a background check and have been just hired on the spot to work as slaves for less than minimum wage. I’ve heard stories of home burglaries, robberies and even murders the day after Macy’s furniture has been delivered to consumers’ homes. I myself have been a victim of theft while these guys were in my home. And also look out for used and refurbished items being delivered to you, which you thought you bought new. Macy’s loves to recycle their old furniture to save money by fooling consumers thinking it’s new. But it’s so easy to tell, so inspect your merchandise correctly; otherwise, you will be sitting on a couch who someone probably had sex on previously and didn’t like it so returned it.

    Take my advice seriously. Do not let these people into your homes without checking their I.D. because you never know who they are and who’s around your kids. Most do look like they are criminals from their country (mainly Mexicans, not to be racist). I’ve had several deliveries done for the same item continuously being exchanged over and over again but they couldn’t get it right so after the theft, I just returned the whole order. Please be careful. I have done a full investigation on their delivery and found out some horror stories.

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    Customer ServiceCoveragePriceStaff

    Reviewed Jan. 18, 2013

    As a loyal Macy's customer, I decided to make my first furniture purchase for a dining room set for my daughter’s upcoming first birthday. To make a long story short, we found a beautiful set; it cost us around $3,000. I was promised a few weeks before her birthday and was received a month and a half after her birthday. I made so many phone calls and cried on the phone to so many people - no one cared, not even long enough to hear me out. We also purchased the "Worry No More" warranty which was sold to us by the sales person as the best warranty around; someone will come to your house and always take care of any problems you may have. This is the biggest lie ever!

    Shortly after we finally received the set, the door on the buffet started to catch and needed a push to close. Of course being a mom of a small child and working full time, I put it off with the comfort of knowing that we had the "Worry No More" warranty. Little after that, I noticed the doors started to show corners of untreated wood and same story as before, I just put it off. Finally now, my two year old came crying and saying "sharp, sharp", took me to the chair and showed me a screw sticking out of the chair (two chairs are like this).

    Finally, I decided to call because now it became a safety concern seeing how my daughter runs around the table daily. I am sure my 6 month old will start to do the same soon. To my surprise, "Worry No More" would cover nothing more than a tiny scratch on the top of the table. Again more tears, I might sound like an emotional mess but that was a lot of money for us. I called Macy's customer service and was basically told “too bad it’s a couple of months passed the manufacturer’s warranty”, and we’re told that the extra warranty we purchased would not cover those manufacturer/structural issues!

    I am now stuck with a dining room set that I paid a lot of money for which is dangerous to keep with my two small kids. The worst part is the customer service representatives showed absolutely no care or concern and told me that there was nothing they could do! This is by far the worst experience with a company, and I will never again step foot in Macy's. Please do your homework before you buy!

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    Customer ServiceSales & Marketing

    Reviewed Jan. 9, 2013

    We ordered our beautiful Martino Leather Apartment Sofa and Chaise online from Macy's after seeing and sitting on a neighbor's similar leather sofa (Milano) and loving it. It arrived within 2 weeks. It was beautiful and comfortable; however, it had overpowering chemical (formaldehyde?) fumes that did not dissipate over the next few days. My husband and I have been literally sick as dogs from these horrible chemical fumes with headaches, breathing problems and eye irritation. I called Macy's wonderful customer service and after being kept on the line for over 2 hours (lots of unnecessary being put on hold over and over again), I was told that I could return it but would have to pay a 15% restocking fee and it would be another two weeks before they could pick it up! We have to keep all the windows open to breathe. What a total scam. I have always been a loyal Macy's shopper but will be cutting up my card after this. Shame on you, Macy's.

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    Customer ServiceCoverage

    Reviewed Jan. 4, 2013

    My wife and I purchased a $4100 power sectional from Macy's in Chesterfield, MO. We purchased the warranty as a precaution. Well, after about 6 months, the foam at the back of the sofa was beginning to sag and we called and asked to have someone come out and take a look. After making several phone calls to Macy’s Customer Service and The Worry No More Warranty (neither company wanted to honor their warranty), finally a repair guy came out and stuck the back of the sofa with some very cheap looking foam cushion that made the sofa looked odd - too much cheap cushion and it stuck out too much. This repair lasted only a few weeks. Another guy came out and said he was going to replace a part of the sofa. Weeks went by and no calls, so I called them and the Worry No More Warranty folks of course said, "It's not covered." I will never buy furniture or a warranty from Macy's ever!

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    Customer ServiceCoverage

    Reviewed Dec. 22, 2012

    In 2010, our new sectional was delivered. I had never paid as much for a sofa. The sectional, along with one additional cover for each piece, was over $6,000. It was delivered in March or April of 2010. I called them in 2011 to complain that the frame was sinking. They sent someone to look at the sofa and for some reason he thought new pillows and cushions would do the job. They did not. The sofa sags badly and everyone who sits on the sofa has the same complaint. It is so low now, it is difficult to get out of. I have placed blankets, pillows and now books under the cushions.

    Also the replacement cushions were not made properly and they hang over the edge of the sofa. They will not replace the sofa and, after many complaints, they say there is no problem with the sofa. However, I have noticed that sofas made after mine have a supportive bar in the center where mine did not. If there was nothing wrong with the sofa, why were all the pillows and cushions replaced? Obviously, it was to just try to placate a dissatisfied customer. By the way, it was still under warranty at that time. I have always bought furniture from them, but never more.

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    Customer Service

    Reviewed Dec. 5, 2012

    My husband and I were sleeping so bad on the mattress we had to buy a new one. We asked you to have a refund because the mattress is deformed. The technician took a picture and one of your staff called us and told us because the mattress was not on the bed, he cannot do anything. Please, can you look at the picture the technician took and see how bad the mattress was? We stay in Florida 4 months per year. We didn't use the mattress everyday.

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    Sales & Marketing

    Reviewed Nov. 29, 2012

    On November 29, 2012 at Macy's Mission Valley Home store in San Diego, California, I had my credit card out to buy a recliner. I was told that $25 would be added if I picked the recliner up at their store. The only other option I had was to pay $65 for delivery. Shady sales practice.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Nov. 19, 2012

    I ordered a sofa and recliner on 15 September 2012, I received my sofa (which l love) 4 weeks later. After that, I have called every other day checking on my recliner. I have been given 10 different dates for delivery. Finally, someone who was actually honest told me it had been back-ordered from the get-go. No one ever told me it was a back-order. I had to pay a deposit of $122.00 for this recliner with a promise that it would be here before Halloween - only to find out now that it isn't going to be here until mid-December.

    I called the District Manager Mike (with no return phone call, of course), then I spoke with the store manager Kristen, who actually acted like she was genuinely concerned (at first) but then did not return my phone call. I had to call again to find out the status of this since she was going to try to get my deposit refunded. Guess what? Of course, I am stuck paying the deposit after being lied to over 10 times. Macy's furniture has absolutely horrible customer service. Do not order furniture from Macy's ever! We had a similar incident with Macy's 10 years ago, but decided to give them the benefit of the doubt. Never again! They are liars and thieves.

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    Customer ServiceCoverageSales & MarketingStaff

    Reviewed Nov. 14, 2012

    I purchased a $4,300 leather sectional in 2009 with the worry-no-more warranty from Macy's. I did not want to purchase the worry-no-more but the sales rep told us they'll cover any accident. I have small children so I went ahead and purchased the $278 worry-no-more warranty. Today, I called them regarding the leather scratches and they said they don't cover them. Worry-no-more makes me really worry because now the scratches will get bigger. Also upon delivery, there are a few creases on headrest due to plastic wrap. Delivery guy told us it will go away in time. But it has been four years and the creases are still here. Bad product and service. I will never shop there again. I was misled from the sales rep to the worry-no-more rep and down to the delivery guy.

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    Customer Service

    Reviewed Nov. 12, 2012

    The couch was delivered on November 8. This is the worst piece of furniture that my wife and I have ever purchased. We have never even considered returning furniture and within minutes of this couch arriving in our house, we could not get to the phone quick enough for Macy's to take back their junk. I really expected an excellent product from Macy's, but all we will end up with is a 15% restocking and no couch. The one delivered to our house was nothing like the one in the store except that it has the dimensions that we ordered. The same night it was delivered, my wife went back to the store and confirmed by testing the store couch and confirmed that it felt completely and utterly different from the one in our living room.

    I cannot understate how truly uncomfortable, stiff and overly firm these cushions are - it is like sitting on a park bench and it is nothing like the cozy store model that we used to base our decision on. The padding is so extremely stiff that it actually causes discomfort and backaches after sitting on it. Do not buy this couch and do not trust Macy's or you too will end up hundreds of dollars short. If you are expecting a consistent (with the store model), high quality product, buy it from somewhere else because Macy's = poor quality. Raja model sectional with a chase on either end.

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    Price

    Reviewed Nov. 10, 2012

    I bought a queen set of mattresses and was told I could exchange/return them if they did not work out. They were delivered on Wednesday. I slept on them one night with poor results. My back hurts all of the next day and it had been a restless sleep. I called the salesperson as she had directed and went in to discuss a different type of mattress. The exchange was made and the other mattresses delivered two days later at which time the other mattresses were picked up. On my charge account, I was charged a $142 restocking fee when I was told by the guy who delivered the mattresses that they do not go back to the store but are sent back to the company. Macy's basically charged $142.00 for nothing and ripped me off. How do they get away with that?

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    Customer ServiceStaff

    Reviewed Nov. 7, 2012

    I ordered a "special order" sofa and recliner on 9/25/12. I received the sofa on 10/25/12. I am still waiting for the recliner. I call every single day to see when it will be delivered, and they tell me they have to email the warehouse for an update, that there's no specific date for it yet. This is ridiculous. My husband had a similar issue with them over 9 yrs ago. We thought we'd give them the benefit of the doubt in hopes their policies and issues were resolved - they are not! These people are the worst. Don't order furniture from them!

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    Price

    Reviewed Nov. 6, 2012

    I purchased a dinette set from Macy's. The tabletop was damaged, and I had to return the table twice before I received one that was okay. Then I have had to return the chairs to the table four times, each time finding something wrong with them. The last chair when received, I sat in the chair and it is wobbly. I have been having a problem ever since I purchased the set the first time, which was April 1, 2012. I didn't receive that set until July 2012, and ever since then, I haven't had one satisfied result from all of the exchanges and I am quite angry. This set was very expensive.

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    CoverageSales & Marketing

    Reviewed Oct. 19, 2012

    Worry No More warranty is a total scam! I bought a leather sofa in January 2009 and just called a claim in when my 3 year old granddaughter damaged a cushion. I'm not sure how it happened but the leather is faded. Upon inspection, I found some seams coming unraveled. I was denied because they say the warranty only covers "accidents" and since I didn't know exactly how the leather damage occurred, they wouldn't cover it. Infuriating! Shame on you Macy's for promoting this product.

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    Customer ServiceStaff

    Reviewed Oct. 10, 2012

    I bought a $2300 leather sectional from the White Marsh, Maryland Macy's Store on 9/03/12. Upon delivery, only one of the pieces was correct, mistaken loading of the truck at the warehouse, I was told. So, they delivered 1/2 of our sectional and loaded the wrong piece back onto their truck. I called Customer Service while the delivery men were at my house to schedule the delivery of the rest of the sectional. I was told I could not schedule the redelivery until the wrong piece was returned to the warehouse. Fine. I called the following Monday and scheduled a seconnd delivery. The rest of the sectional was delivered but, (yes there's always a but) it was not assembled to the piece already there. In other words, when you sit on my brand new expensive sectional, it separates.

    I immediately called Macy's again and after a lot of arguing back and forth, promises on their part that they were calling the delivery person, being told he was not answering his cell phone, I know he wasn't since I too was calling him and asking him to return and finish the job he started, being told to call them back for answers regarding the delivery person's return and a $100 gift card, for my inconvenience, I was finally told that there was no way he was going to return that day and I needed to schedule a technician from their 3rd party contractor, Tri-State, to come and connect my sectional. I agreed as long as it was after 4:30 pm in the day since I had already taken 2 vacation days in order to have the sectional delivered.

    I was assured it could be scheduled for after 4:30 in the day. So, the appointment was made. The night before the appointment (10/09/12) with Tri-State, I had a phone message telling me that the technician would be at my house at 9:30 am the next day. 9:30?! I called Tri-State at 8:00 am the day of the appointment to explain the situation and I was told I would need to reschedule again since they do not guarantee the time their technician's arrival. I explained that Macy's guaranteed the time, not them. So, I called Macy's again. A lot of good that did. After speaking to 3 different representatives of Macy's, there is still no satisfaction! Macy's and their customer service have a lot to be desired! Their delivery service has even more to be desired. I'm so disappointed with the response to this situation.

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    Sales & Marketing

    Reviewed Oct. 5, 2012

    I purchased a high-end leather sectional and the leather is wearing out after only 18 months! I also bought the 7-year warranty but claim was denied saying that it's the "normal wear and tear". Give me a break, 18 months? What a terrible quality and warranty scam!

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    Customer ServicePunctuality & Speed

    Reviewed Aug. 25, 2012

    On June 27, 2012, I purchased a King set which was the wrong type. On July 7, 2012, I purchased another King set. On July 30, 2012, a new set could not be delivered because the Nu-Flex bed was not available. Order was rescheduled. On Aug.1, 2012, they did not deliver the set. They called me about 9:00 am to tell me they had the wrong order. They rescheduled for Aug. 6, 2012 and the same thing happened again. They rescheduled for Aug. 18, 2012. At the last minute, they could not deliver because the item was not ordered. They said it was the wrong size. On Aug. 25, 2012, they called at 9:30 am and said they were 10 minutes away. At 10:30, I called customer service to find out what happened and the person hung up on me while I was explaining my frustration and disappointment with Macy's. I called back and spoke with another person in customer service and then spoke to a supervisor and stayed on the phone with them up until 12:30 pm. Nothing was delivered and nothing was offered to resolve the problem other than waiting until Tuesday and another promise for another delivery date.

    Their final statement was that they could not provide me with a Thursday morning delivery and call back on Tuesday. My work schedule does not allow me to work at home and I was having my daughter to be at home to accept the delivery. Since July, I have spoken with numerous persons from Macy's. Macy’s refunded me the 15% return charge in gift cards which was my own money little by little during the many errors that they made with my order. I am not happy at all with the situation! I still do not have the merchandise that I paid for. The mattress that I am sleeping on is so uncomfortable that I am losing sleep and my body physically is suffering. I am also suffering medically from the frustration because it is causing my blood pressure to go up. I am tired of the promises (lies, lies, lies!). I have the names and ID# for most of the individuals that I spoke with. This has gone on long enough!

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    Customer ServiceCoverageStaff

    Reviewed Aug. 15, 2012

    I bought the Worry No More warranty for our $3,500 Macy's Sectional and Ottoman. I filed a claim for the sectional after our kids had juice party on our furniture and our cats were left to play, peed on them on a day they were left with our babysitter. In addition, they had stuck a fork on the Ottoman puncturing 2 holes on the top surface. Worry No More sent a specialist over. I was under the impression that they would service our sectional and figure out a treatment for the Ottoman. Boy, was I wrong!

    The so called specialist got on the phone with Worry No More warranty after his inspection to tell them his report, and right on the spot I was told that none of the damages are covered by the warranty. Perplexed by something so obvious, I called the supervisor only to be told that the warranty does not cover anything that could happen to it if there was accumulative dirt on it aka normal wear and tear. So, the cat peed and juices soaked onto the couch would not be covered because there was already normal wear and tear on it which they don't cover.

    As for the Ottoman, I was told that the fork puncturing was something they don't cover because there was cracking on it prior and the cracks made the puncture more possible. I can't believe that Macy's offers their service. Not only will I no longer shop at Macy's, but I will file a claim with the Better Business Bureau about this sham of a company.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Aug. 14, 2012

    I purchased the iComfort adjustable base and mattress on 6/30/12. I was supposed to take delivery on 7/17/12 but when the delivery truck got there, they only had the adjustable base, no mattress. I spent over an hour trying to get this straight with customer (dis)service and was told the mattress would be delivered the following day. When I asked why they were being shipped separately, I was told that since I had changed my address, it caused the order to be broken into two orders. But I never changed my address! They didn't know the answer. The mattress was delivered the next day late in the evening which worked out well so I didn't have to take more time off work again.

    My husband and I slept on the mattress for a couple of weeks before we decided it wasn't the right mattress for us and since we knew the return policy of iComfort, we assumed there would be no problem. I called Macy's to exchange the mattress and was told I would have to pay $70 for shipping and a 15% restocking fee which is their policy. After I ranted about that, they said they would waive the fees if we exchanged the mattress which was my intention. I told them which one I wanted instead (which was about $700 more) and spent the entire day with phone calls going back and forth to get the delivery scheduled.

    Finally the delivery date was set for 10 days later on 8/13/12. Ten days! That did not make me happy but I had no choice. So, I received my automated phone call the day before delivery stating the delivery time frame window. I also received an email showing my delivery window and this statement, "Our 5-Star delivery experts will call you 30 minutes prior to arriving at your home." The next day, the delivery driver called me and said he would be at my house in 5-10 minutes and when I said I needed more time to get home and I quoted the statement from the email, he said he could only give me 15 minutes. He left before I could get home and when I called customer service to see if he would come back, they said he couldn't and I'd have to call back in the morning to reschedule.

    By this time I'm pretty upset. I called in the morning and was told the delivery date was yet another week away! When I raised hell, they called the warehouse and changed the delivery date to Friday, 8/17/12, which was still four days of waiting. I asked to speak to the supervisor and she was very rude and said it was my fault for missing delivery. Now, I am at their mercy again. I can't even return the mattress and buy one from Mattress Firm (they promise same day delivery and I should have bought from them originally) because Macy's will charge me $70 to pick up the mattress I want to return and 15% restocking fee, which adds up to about $230.

    Obviously, Macy's doesn't care about their customers and like so many others on this website, I will never purchase anything from Macy's again. Since today is 8/14 and my new delivery is schedule for 8/17, I wonder if I will really receive my mattress and finally have this ordeal and Macy's lousy customer service behind me. Somehow I doubt it.

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    Punctuality & Speed

    Reviewed Aug. 11, 2012

    Appalling delivery system – I am very disappointed in Macy's Furniture delivery system. I purchased a high-end sofa, paid the delivery fees, informed them of the time constraints tied to the fact that I live in a high rise building, and took an entire afternoon off to receive the delivery... all for nothing. They were 4 hours late which means that the building manager refused the delivery since it was past "moving" hours. They said they would "try" to deliver the next day; but when I insisted for a confirmation, they said their schedule was full and it wasn't going to happen. I had to reschedule a business flight on Monday to accommodate their delivery schedule. (It's not like I need to make a living to pay for the sofa and the delivery, right?) So here I am, on a Friday night, wasted an entire afternoon because of Macy's incompetency, sitting on the floor until Monday, because unlike them I scheduled for my old sofa to be moved out on time. This type of customer “care” is appalling and certainly not worthy of a high-end chain like Macy's. Unfortunately for those brands sleeping on their laurels, social networks are here to spread the word and reset expectations.

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    Customer ServiceSales & MarketingStaff

    Reviewed Aug. 8, 2012

    We purchased the Worry No More Protection Plan. We have had the couch for 4 years. We noticed that the 1 arm of the couch was squeaky. We had the technicians come out several times to look at it and fix it. When the technician came out, he opened the couch up, showed my mother the inside of the couch, and stated to her "that it was made like crap and cardboard." He said, "Macy's has to do right on this couch." We called back after he tried to fix it, because it was still making noise.

    The same guy came back out, walked into the family room, and started pushing on the arm. It was so loud; it was squeaking! He called Macy's from my phone, and he told me I had to talk to the girl. He also said he would be back because it would take 2 hours to fix! I said ok and got on the phone with the girl. He left as soon as I got on the phone with her (He let his self out of my house.). She proceeded to tell me that the my claim was denied! I asked her why, and she said that the technician said my daughter was sitting on the arm of the chair. This is not true. She was on the other side of the couch with my son. She said the technicians are Macy's eyes and ears in the field. I asked for a manager.

    After being on hold for 15 minutes, the manager got on the phone (Lee was her name.). She was very nasty to me. It's not good customer service at all. I asked why he would lie about my daughter on the couch and why he would lie about coming back to fix it. Lee, the supervisor, said the technician said he was whispering on the phone to Macy's and was scared to tell me he denied the claim! Are you kidding me?!

    I asked if this is a scam. This is just ridiculous customer service! Lee said she couldn't help me and I would have to contact corporate. Lee told me to go online and fill out "How are we doing" on Macy's website and corporate would call me back in 72 hours. Okay. It has been over a week, and there's no call yet from corporate! Hmmm.... Lee was getting me off the phone, I guess. I will never buy from Macy's again - no furniture, clothes, etc. Come on, Macy's. Do the right thing! Stop this insanity! It will put you out of business.

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    Reviewed Aug. 6, 2012

    I have been disappointed with the service of the “Worry No More” warranty sold to me by Macy's for the two sofas I bought. Two cushion covers had stitching that came out, so “Worry No More” covers the replacement. However, the time-frame for completing that request is 8-12 weeks. That is a ridiculous amount of time to wait. Now it is week 11 and I still haven't received anything. My very long call, with many minutes on hold, revealed that they "say" they sent them and don't know why I haven't received them. Pony express? Now, I have to wait another two weeks for a "rush" order. I certainly hope they arrive before then so I don't have to go through this process again.

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    Reviewed Aug. 4, 2012

    If you are going to buy an adjustable bed at Macy’s, don't waste your money or time. I made a purchase of 3,300 dollars plus. They failed to deliver on the first agreed date. I scheduled for the following Saturday, and now they refuse to deliver to the second floor of a townhouse after calling me at least 3 times to confirm the delivery… I guess they don't deserve my business. Please do not waste your time and good money buying furniture from Macy’s. The president of Macy’s should be proud that their associates don't know how to deliver a significant purchase I was so looking forward to.

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    Customer ServiceCoverage

    Reviewed Aug. 1, 2012

    Every time I call, it's a one-hour affair. You wait for 10 minutes until they take your call. Then you get transferred. Repeat that three times. And when things fall through the crack, you have to do it all over again. I had issues relating to Macy's card and delivering to my high rise building that requires the delivery company to list the building as the additional insured. Both issues required several phone calls and each call ate up one hour of my cellphone minutes, not to mention hours of my life. After getting used to Amazon and Overstock.com where all problems get resolved in one chat session, this was a real harrowing experience. There are better things to do in life than spending whole day on the phone with a merchant. I'm sticking to real online companies, not this brick-and-mortar that pretends to be an online store.

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    Punctuality & Speed

    Reviewed July 31, 2012

    Delivery never happened! I paid for a sofa, no delivery. I have waited 8 weeks for my sectional. That's a long time without a couch. I got several calls to verify delivery time and date. I took off work to be here for the delivery, they were a no show! They will reschedule for another two weeks out and I have to take more time off my new job.

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    Price

    Reviewed July 27, 2012

    I bought furniture at Macy's, and was offered 12 months with no interest if paid in full by the end of that time period. Major purchases, such as furniture, are billed to a separate account (Type 32) from purchases such as clothing, shoes, etc. (Revolving Account or Type 20). The sales rep told us, "Yes, just make a monthly payment on your furniture, but be sure to pay your revolving account balance in full, since Macy's has heinous interest rates for any remaining balance.” I went shopping and bought my husband a suit, and went to pay it off online. I paid $440.36. Later that month, I logged on to pay my regular monthly payment on my furniture. The credit report stated I still owed $440.36 on my revolving balance.

    I got on Macy's chat, and was informed that due to Federal Credit Card Act requirements, my payment had been allocated the total balance of my Furniture purchase. "The system will automatically apply the minimum payment amount to each account type; any excess will then be applied to the balance being charged the highest APR.” So how did my entire payment get allocated to my furniture purchase, which has 0% interest?! Now they tell me they can't reallocate my payment, but if I make another payment of $440.36, that 90% of it will go towards my revolving account (clothes). Thanks jerks, but I don't have another $440.36 payment just tucked away for the moment when your ** screws with me. This is ludacris. Why can't everyone just be like Zappos?!

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    Customer Service

    Reviewed July 25, 2012

    Macys at Fair Oaks Mall, in Fairfax, VA delivered a damaged bed as part of a full bedroom set including two matching dressers and two matching end tables. The damage is so extensive that side rail will not stay attached to the headboard making the bed structurally unsound (it collapses and is not usable). I noted the damage at the time of delivery but I did not have the delivery people take the bed back (my mistake). A Macy's repairperson came out and said the bed could not be fixed. Macy's said the bed was discontinued and could not be replaced. I looked around at Macy's for a different bed but could not find one that matched the other furniture.

    I then looked for a matching bed at other stores but could not find anything. I then called Macy's back but now, due to some unspecified time limit, and even though the bed was still under a 12-month manufacturer's warranty, I could not return the bed for a refund and I would not get a discount if I accepted the bed as is. After working up to a supervisor, and being put on extended hold, it was made very clear that it was all my fault for waiting so long. And Macy's really had no obligation to fix a damaged bed they delivered, but they could offer me a best and final offer of only a $100 off the price of the bed, a bed that Macy's originally delivered damaged.

    Here are the facts of the situation: I noted the defect at the time of delivery. Macy's repairperson could not repair the bed. Macy's could not replace the bed as it was discontinued. Macy's will not allow the delivered damaged bed and/or the rest of the matching bedroom set to be returned for a refund. Macy's believes $100 off a structurally unsound bed will keep me returning to their store. Each year, I easily spend between $1,000 to $1,500 a year shopping at Macy's. From this point until my final days (estimated as another 40 years), I will never shop at Macy's again. (Do the math.)

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    Customer ServiceStaffProcess

    Reviewed July 24, 2012

    I purchased a piece of furniture at Macy’s New York on July 4th and as of 7/24, I still do have a delivery date. I have been dealing with customer service attempting to get a valid certificate of insurance so my co-op will authorize the delivery. This has been the most painstaking process I have ever had to deal with. I literally have been on the phone almost 8 hours trying to get this done. I escalated the issue to a supervisor and she was the worst of them all. She was short and rude and didn't call me back as she had promised. I have shopped at Macy’s for at least 20 years and have been totally turned off. I am cancelling the order and cancelling my credit card. I want nothing to do with this company anymore. They obviously do not appreciate their customers if this is how they treat them. I'm sure I can find somewhere else to spend my money. Buyers beware.

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    CoverageStaff

    Reviewed July 23, 2012

    I was sold a sofa bed along with the "Worry No More" warranty. The inside mattress always looked awkward, tilting to the back at an angle. They came out, checked it and said this is the way it was designed even though they could not show me any spec's showing this claim. Now the mattress broke in the same exact place so I called to file a claim and they said it’s not covered because it’s structural and they only cover stains. Macy's sales person lied when they sold it to us, and “Worry No More”’ clowns should have told me about the "no structure coverage” when they came out first so I could have returned it when it was still under warranty. Now I am stuck with a very expensive sofa bed that cannot be used as a sofa bed, what a waste... Macy's no more. Looking at all the complaint's here tells me Macy does not care or read this stuff.

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    Customer ServiceStaff

    Reviewed July 21, 2012

    I was aware of Macy's putting European-made furniture in their showrooms and delivering Chinese-made furniture. So, I ordered the Roma sofa and love seat after receiving email from Macy's confirming that my furniture would be made in Romania. Two delivery attempts failed because they would arrive after business hours and my condo association does not allow delivery of big items in the evening. I had to call for the exchange of love seat because it had been torn and patched. After six attempts and loss of three vacation days on my part, the love seat was exchanged. Neither piece has a label as to where it was made. The quality of the leather seems to be the same as those I had seen in stores. However, I believe the sofa is made in China.

    After three months, the love seat stands firm and nice as the first day. The sofa seats were softer than the love seat when they arrived and have become mushy and the leather has become wrinkled since. The problem is with the cushions and because the seats have no zippers and are not removable, they cannot be replaced. Having to deal with outsourced delivery of Macy's, rude treatment from Macy's furniture department staff (they are not like the people you meet in stores), and receiving furniture different from what they put on show, I would never buy furniture from Macy's again, neither I would recommend them.

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    Customer ServiceStaff

    Reviewed June 28, 2012

    I filed a claim several weeks ago because my dog had an upset stomach all over the carpet. It took them close to 3 weeks to get a tech to my home. During that time, my dog continued to go to the bathroom on the carpet. The tech took a picture with his cell phone and then his phone died. He asked to use my phone to call in and we were on hold for 15 minutes. He put me on with the office and I was told I would get a decision within a week (he didn't even try to clean the carpet). I was emailed the decision today and was denied! I was told this was an ongoing problem. It was not, and how did they decide this? I spent a lot of money on the warranty for my new couch but now I do not trust them at all and will ask for a refund.

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    Customer ServiceStaff

    Reviewed May 23, 2012

    After placing a significant order with Macy's Furniture Gallery in February 2012, I am still waiting for delivery of my order (it is now the end of May!). Every couple of weeks, I receive an email from customer service, not a phone call, telling me that delivery has been delayed again. In April, I cancelled part of the order because we were tired of sitting on fold-out chairs in our brand new (and very empty) home. I replaced the furniture through a different vendor.

    Instead of receiving some sort of compensation, or an apology, I received a nasty voice mail from the Macy's salesperson telling me how disappointed she was and how she didn't understand how I could have waited two months already and then cancel 2 to 3 weeks before delivery. Sure enough, I received yet another notice that the remainder of my order was delayed again (now set for delivery at the end of June!). The salesperson should be upset with the company she is working for, not the customer. I was very loyal to Macy's up to this point. I never even thought to check the reputation of the Furniture Gallery before purchasing anything. I will never step foot into this store again and will go out of my way to let others know of my disappointing experience. J.C. Penney's rocks!

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    Customer Service

    Reviewed May 18, 2012

    I bought over $3,000 worth of furniture from Macy's online about a month ago: leather sofa, two leather chairs, leather ottoman, and dining room table with four chairs. The delivery was fine. However, since then, the ottoman is tearing on a seam and the fabric on the bottom of one of the chairs is tearing. I don't really care about that since it is not visible, but I contacted Macy's to repair/return the ottoman. I was told some third party service would contact me in 72 hours to inspect it. That was a week ago.

    Last week, it took me about an hour to talk to various Macy's people and the warranty people. I called again today to find out why nobody has been in touch, was incorrectly told my furniture was bought as-is (it wasn't, it was new). All in all, I was on hold for 52 minutes today and the resolution was that someone would call me back. I want to return everything. The quality of the furniture is poor and the customer service is lacking in every respect. I am steaming mad this has taken almost two hours of my life, and it isn't over. Don't buy furniture from Macy's online. If you must buy online, buy from **. Their customer service is exceptional.

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    Customer Service

    Reviewed May 15, 2012

    I paid full price ($2,500+) for a 3-piece furniture set on 4/7/12. Two pieces were delivered to me on 4/12/12. I have been waiting on the third piece, which has not been delivered to me to date (5/15/12) for over a month now. The only update I received from customer service is that the third piece to my furniture set is in a NJ warehouse being processed. This has been the response from customer service for the last month. What a horrible way to treat customers. Do not purchase furniture from Macy's unless you enjoy sitting on the phone with customer service every day just to get a straight answer regarding delivery for the item you paid for. Stick to items you can purchase off of a rack. I wouldn't trust them to alter my clothing when they need to "alter" their service and "hem" up their attitudes.

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    Reviewed April 17, 2012

    I've been dealing with a Natuzzi sofa quality issue for two years. It is now out of warranty and Macy's has not taken ownership. Too much to explain but I am furious. I do not care if the president of Macy's has to come out and sit on my sofa. Someone needs to make this right. I am appalled. I cannot even communicate it anymore.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed April 9, 2012

    We, moving to a new place, ordered a mattress a week before the moving day. This Macy's store Furniture Gallery is located 15 minutes from us in Paramus. The salesperson promised the delivery on time. We moved with no mattress. We didn't keep the old one. Why do we need the old one? Macy's will deliver the new one. They promised! Now, we are in new place with no mattress and no calls from Macy's. They took our payment of $2,686 and gone. Never ever trust Macy's. Now our attorney will talk and try to get our money back. Why, we don't need this headache. I am a very angry customer!

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    Reviewed April 5, 2012

    My husband and I bought a rug where the threads kept coming out. When we were buying furniture at another Macy's store and talked to them about the rug, they encouraged us to return to the rug to the store where I bought it. When we went, they would not take the rug back. This rug was new. We explained that we only had it for a couple weeks because of shipping. We were upset that they would not stand behind the quality of the product they sell. In the past, we have purchased a lot of furniture from Macy's but never will again.

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    Customer ServiceStaff

    Reviewed March 24, 2012

    They don't give choices about when your furniture can be delivered, they tell you when you must be home and if you are not, then you don't get the furniture. Their customer service is horrible and they are rude! They have no consideration of the customer, whatsoever. Yet, the salesperson states that options will be given for dates and times your furniture can be delivered. That is a lie! When I confronted the salesperson, he did not do anything about it.

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    Reviewed March 23, 2012

    My sister purchased a leather sectional for me in 2006. This sectional is rarely sitting on and the leather is chipping, cracking, and peeling. My sister paid close to $3,000 for the sectional with a no-worry warrant. Well, I'm worried: the sectional is falling apart and there’s no help from Macy's. What am I to do?

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    Customer ServiceCoveragePunctuality & SpeedStaff

    Reviewed March 8, 2012

    False advertisement: Worry No More Warranty is a rip off. My son of 17 months was unsupervised and had grabbed the leftover food that he had not finished and made a mess on the sectional couches which I had purchased through Macy’s. He left his milk lying down on the couch, letting the milk slowly leak onto the couch and when I had noticed what had occurred, I said no need to worry because I purchased Worry No More accidental coverage that states in the warranty it covers "Food and beverage stains".

    So I got out my warranty brochure, I could not find the number anywhere. Finally, I Google searched it. I called them up and schedule an appointment where I had to wait 4 days for a technician to come out and clean my sofas. Mind you, I took the day off for this. A tech finally arrived 4 hours later than the time scheduled. He took pictures of my sofa and then made a call to Worry No More and the tech put me on the phone to speak with a rep. The rep told me that we needed to reschedule because the technician did not have the right equipment to clean off oatmeal and milk! I would be receiving an email with another scheduled appointment.

    One day later, I called them to check the status and they told me my claim was denied and that did not cover for accumulation of stains. I told them how the heck they are going to tell me that there is accumulation of stains from a camera that was taken with a cell phone and that this accident had happen within a week. I'm so mad, these people are thieves. I'm going to close my Macy’s account and make sure I spread the word for people not to buy Worry No More. It’s a waste of your hard earned money.

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    Customer Service

    Reviewed March 5, 2012

    Wrong order - Worst customer service ever, has to schedule 4 times to get my 3 sets and I didn't get it yet. The manager called me and gave me a date to deliver. It was all lies. When I called customer service, they told me "we don't see any order with you".

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    Customer ServiceStaff

    Reviewed March 2, 2012

    I purchased a mattress in 2004 and it has a 10-year accident warranty with Worry No More. I paid for this warranty and paid for the mattress cover as required. I filed a claim early February 2012 (8 years since purchase). A technician came out and determined that indeed the mattress needs replacing and Macy's would contact me in 7-10 days. I received a claim number.

    When no one contacted me, I called Macy's Town Center Kennesaw GA. I was told by Macy's that Worry No More denied my claim, then Macy's said it was only a 7-year warranty. I have docs saying it is a 10-year warranty. Then they said I cancelled the warranty. Seriously?!

    My biggest problem is how difficult it is to communicate with Macy's Furniture Customer Service reps. I waited on one call, simply asking to speak to a supervisor, for 72 minutes! By the way, Worry No More told me that it was Macy's that recommended that Worry No More not replace my mattress, even after they sent Macy's the work order! The only solution Customer Service had for me, was to write a letter to the Macy's corporate office in Ohio. And then the supervisor told me to get in line and they respond in order of receipt. Hmm, lots of complaints Macy's? I bet so.

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    Sales & Marketing

    Reviewed Feb. 29, 2012

    I purchased an Italian leather sofa from Macy's in 2008. I love the sofa. Today, it still looks as good as it did the day I bought it. I could not be more pleased with the quality of the brand. However, I also purchased their “Worry No More Warranty”! That is where the problem is. The biggest scam I've ever been a part of. They lead you to believe that you must have this warranty and it is just that worry free! Instead, you have X amount of days to report the warranty and must know the exact date and time of incident. If you can get past that, then they will speak with you about the problem. However, what you will find is you will never be in warranty. They will mix your words around and you will be out of warranty. End of story! I've noticed hundreds of the same complaints online about this warranty company. I feel more than scammed. I want my money back! Further, I can't believe Macy's is supporting this knowing that their customers are getting ripped off. Because of this I am never shopping at Macy's again. I'll never step foot in that store.

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    CoverageStaff

    Reviewed Feb. 29, 2012

    We purchased a grey sectional and matching white chair in March 2011. The sales staff strongly encouraged us to buy the extended warranty on the furniture, emphasizing that the warranty would allow us to get our white chair cleaned regularly at no additional cost. The price of the policy was about $250. I have since tried to use the policy and it was completely misrepresented by the sales person. The warranty does not cover cleaning, only spot treatment which is accomplished by sending out a kit by mail. Now, I can buy fabric cleaner at the store for less than $10. Why would I spend $250 for the same thing? Of course, any reasonable consumer who was presented with an accurate description of this service would not buy it. This kind of swindle undermines the Macy's brand. I won't be purchasing any expensive items from them in the future.

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    Customer ServiceInstallation & SetupCoverageSales & Marketing

    Reviewed Feb. 27, 2012

    We bought 2 couches and 1 chair from Macy's in 2006. When buying our furniture, we were given the ability to buy a "worry no more" protection program for our furniture. It gives the assurance that we can have our furniture covered. The brochure clearly states: "Your furniture will be repaired or replaced for 7 years if a covered stain or damage occurs during normal household use." So about a month ago, we found a rip in our seams between the 2 seat cushions. I called Macy's to let them know and we set up a date for a Macy's rep to come out and look at the furniture. They provided me with the name of the company and their phone number: Tri-state @ 1-800-949-3876.

    The appointment day came and went and no one called to let us know a time and I did not get a chance to call and check why. When I called Macy's 5 days later to ask what happened, I talked to 2 people (that took way over 1/2 hour of my time) and they said that my claim was canceled. Without anyone calling to inform me! They then said that rips in between the 2 seat cushions are not covered and that I was just reading from the brochure and not from the actual certificate. So, let's see, the brochure that sells the program/warranty basically is full of crap and misleads customers?! And providing a meeting time/date to meet up and not bothering to cancel the appointment by a phone call with the customer is not even a concern?! Just rude and the companies ability to hold to their word about the program seems to just a marketing ploy. Nothing seems to actually fall under this supposed warranty. Just allot of words, but they do not back up their words. We even called the phone number of the company that was to come over to do the inspection of the furniture and they had no record of even coming to our house. Very disappointed! We really like the Macy's furniture selection, but will not be returning back just for their lack of customer service and their attitudes, plus their false advertising on warranty programs. I feel scam!

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    Reviewed Feb. 9, 2012

    I am so angry at Macy’s Furniture. I ordered a sofa (not a special or custom order) on January 14th and was told it would be in their warehouse by January 21st and that I could expect it within five days after that. When I called on January 24th to see when it would be delivered I was informed that it would not be in warehouse until February 15th. Both times I was told I would be informed if there would be any delay. Both times nobody bothered to contact me. I had to check on it myself. Today I was given another excuse that it will not even be shipped to their warehouse around February 20th and that they expect it a week after that and that maybe I could get it the following week provided there are no other delays. Of course, I was given assurance that I would be informed of any further delays but I know better after this experience. I have never bought anything from Macy’s Furniture before and I can assure you after this experience and cancelling my order entirely I never will.

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    Customer Service

    Reviewed Feb. 3, 2012

    I am very disappointed with your furniture department on Macys.com. I placed an order on 1/23 for the Kayla section. The sales rep said it would arrive within 90 days. I called to check on the status on 1/31, and was told it would be 120 days until shipment. On 2/3, I found out my order was cancelled, no further explanation was provided. After several reps/transfers/hours on the phone, I was finally informed that the manufacturer does not service my region. My suggestions for Macys.com is to include important purchasing conditions, such as this, on your website, when the item is displayed, like on Kayla section page, clearly state "this item does not ship to TX". Also, improve your communication from customer service/sales, when these incidents occur. Please provide customers who have been negatively impacted with compensation for wasted time.

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    Customer Service

    Reviewed Jan. 20, 2012

    After many problems with a sofabed and a return and upgrade, Macy's supposedly credited our account for the original sofabed to a bank account of ours that had closed two years ago. Our bank researched the credit, found there was no credit from Macy's and said I needed to deal with Macy's. Macy's has refused to give us back the credit telling me it is my bank's fault. After many hours, I have no recourse but to sue Macy's in small claims court for the 1,135.00. By the way, Macy's credit dept and legal dept have not returned emails recently since my bank has said it was a Macy's error.

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    PriceStaff

    Reviewed Jan. 20, 2012

    I recently bought a sectional from Macy's. I told the sales rep that I hadn't purchased furniture from them since they were Meier & Frank but that M&F used a separate account from my revolving account for large purchases. The rep told me it was exactly the same with Macy's. So, figuring I'd be able to pay off the separate account before the one year mark when interest would kick in, I went ahead and ordered it. It's a special order because of the fabric, so there was a 3-month lag from ordering to delivery.

    I called the credit department the next day to get the account number for the separate account so I could set up payments through my credit union. Surprise! There is no separate account. So, unless I pay off my revolving account and the furniture before one year, I'll be charged interest on the entire amount of my furniture purchase and any balance on my revolving account. Thus, I am quadrupling my payments so I can be sure I have a zero balance the month before the month in which I ordered the furniture because I can pretty much guarantee they won't base the charge on the delivery date.

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    Customer ServiceCoverageStaff

    Reviewed Jan. 17, 2012

    I purchased a microfiber, modular sofa from Macy's which was delivered on 11/14/2009. I also purchased the WorryNoMore 7-Year Great Give Back Protection Plan. The plan states that, in order to obtain service, the customer must report a claim "fifteen (15) days from discovery of a covered stain or damage". On 1/16/2012, I discovered that relatives had accidentally made a singe or heat mark on the ottoman, which was supposed to be covered by the insurance. I called the WorryNoMore customer service on 1/17/2012. The service representative asked the exact date that the stain occurred. I told her that relatives were visiting during the holidays, New Years 2012, and had left on 1/16/2012.

    The couch was in the guest room so that is the date I discovered the heat mark. The customer rep kept pressing for an exact date, so I just said "Jan. 1, 2012." She then said WorryNoMore would not cover this claim because I should have reported the accident within 10 days of the actual accident. I was outraged. The policy states, "fifteen (15) days from discovery of a covered stain or damage." I asked to speak to her supervisor and was cut off. What a sham! I want my $198 that I paid for this bogus insurance back!

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    Customer ServicePricePunctuality & Speed

    Reviewed Jan. 17, 2012

    I bought the set of mattress from Macy's furniture over the phone on Dec. 28, 2011. A week later, I got a call to remind me that my mattress was ready for pick-up at Union City. At the warehouse, they gave me the wrong set of mattress. I ordered size full of Simmons, but they gave the a set of Sealy mattress with size queen and the base is size full. I called customer service the same day after I got home. After talking to a couple of customer services, they said they will make the delivery for the correct mattress and pick up the wrong one from my house. The correct mattress charge was $447, but they charged me for $535.30. I called them concerning the $535.30 in my credit card statement.

    They told me that they are going to return the extra charge for me. A week later, we waited and waited for the delivery, but there was no delivery show up. I called them, and there is nobody who knows where my mattress is. They transferred me to every where. I talked on the phone from 8:00 am to 5:00 pm. It took me a whole day to talk on the phone with them. I finally made my decision that I canceled my ordered. A week later, I saw one more charge of $447 from Macy's in my credit card statement. I tried to called customer service to report the issue, but there was nobody willing to solve my problem. They kept saying waiting, waiting. I don't know how long I am going to wait. They charge me close to $1000 and I have no mattress, and nobody can solve my problem.

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    Customer ServiceCoverageStaff

    Reviewed Jan. 3, 2012

    I have a complaint about the product sold. The worry no more insurance policy sold to me to cover the $2000 sofa I purchased and now the consumer relations at the Northland store in Detroit Michigan. I previously sent a complaint email and the Administration Support Team Supervisor of Northland responded saying that she forwarded the my complaint to the Furniture Manager and the District Merchant, but nothing has been resolved. No one else has contacted me and Kathy hasn't returned my last four phone calls including the one that informed her that I would have to make a corporate complaint and/or asked her if there was someone else I could contact for resolution. I need someone to respond please!

    Here is the problem: I purchased a $2000 leather couch from Macy's Northland on 11/24/06. I also purchased the sham insurance policy from Worry No More 7 Year Great Give Back. Four years later, our cushion became discolored slightly and a small tear formed. We made a claim to Worry No More and a service rep came out and made the hole much larger in order to patch it, then told us he was unable to patch it and that a new cushion would be sent. Two weeks went by with no word and when I called Worry No More, they told me the claim was denied.

    They were rude and unprofessional. Now, I am stuck with a very expensive leather couch with a huge hole in it. The sham insurance will only repeat that they are not affiliated with Macy's or the manufacturer. Macy's has not returned my last four phone calls and has left me with no assistance at all! I never dreamed that Macy's was not a "safe" vendor to purchase items from. A reputable store like Macy's should not allow this!

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    Macy's Furniture Company Information

    Company Name:
    Macy's
    Website:
    www.macys.com