Macy's - Furniture

I called the Macy's Home Store at the Costa Mesa, CA location. I spoke with Sue, a salesperson in the furniture department. I asked her if the Blair leather ottoman in taupe color was in stock, and she said that it was in stock. At approximately 5:50pm, I went to the store to purchase and take home the ottoman. I met with Sue, Furniture Sales Consultant, the same salesperson I had spoken with earlier in the day. Now she told me that I would have to pick up the furniture item up at the City of Industry location. So when she had told me on the phone that the item was in stock, it was not at the store location. In fact, they keep no furniture at the retail store location. So, she lied to me. Why did I have to make a trip to the Macy store at all?

I knew what I wanted. She should have taken my order over the phone and saved me a trip. She should have told me over the phone that all furniture must be picked up from another location as they maintain no inventory at the retail stores. I have to make time to travel, which involves additional costs and approximately 2 hours of travel time roundtrip. As Sue processed my purchase, she told me that I had to pay a $25.00 delivery fee. Delivery fee? They are making me pick up the item myself. So I have to pay a $25 fee to pick up my own furniture. The salesperson tried to explain that at the warehouse, they have to take it (furniture) down from a pallet. What? This is a fraudulent charge.

On August 3rd, three hours before delivery, they called and said they will not deliver the couch because it did not fit the first time. I spent an hour on an automated system and never got through to a human being because it was Sunday. The couch would easily fit through the door. I made a simple diagram showing how to get the couch in the door and mailed it to Macy's. The first set of drivers decided to be lazy and now, no one from Macy's will deliver the couch. They all assume I am being unreasonable when the couch would fit with ease. They have wasted several weeks of my time waiting for a couch that will never be delivered. I took a day off work to wait for the delivery as well. I will never shop at Macy's ever again.

My mother lost the receipt, she thought, but just this year, found it when cleaning out closets and that is why we have waited this long to make a complaint. I thought it would make no difference since we are still within warranty on the mattress. We have jumped through all the hoops that Macy's has requested but every time I call, they tell me a different story. The last one was we have to wait until the inspectors work out their schedule to set up an appointment. I will call you, meaning me, Suzan, back. That was last week and nothing. This has been going on since February 2009. I think seven months is enough time for them to figure this out.

It is the principle of the matter now, not the monetary value. A warranty is a warranty until it isn't. Is this how Macy's works? We want a remedy to this mattress matter so my brothers and sisters and I can sleep comfortably when we visit my mom. If Macy's isn't going to take care of this warranty, then they need to tell us and we will take our business elsewhere from now on.

There is a 4-inch gap between the mattress and the bed's foot and 2 inches on each side. I didn't need someone to come measure and tell me this, but I agreed since that was procedure. I agreed to a 4-hour window for a man to come out, spend 3 minutes with his tape measure and then inform me that Macy's would contact me via letter to let me know if product is defective. Five days later, I received a letter from Macy's letting me know that I would not be able to return the bed and mattress without a restocking fee because the product is "not defective". I called only to get into a verbal battle with a rep and then a supervisor. Awful treatment, service and pride in their product. Awful. The bed does not fit. The product is crap. I will not ever purchase something from them again.

After being on her new job for 8 days, she had to ask to take time off to get the table delivered or if we cancelled the order all together, to get the chairs picked up. If she chose to return the chairs herself, they would not accept them at the Beaumont store, even though they have a furniture department, she was told that she would have to drive them to Houston, which is 90 minutes away. The sales people in Macy's are all about trying to provide "outstanding customer service" and with virtually every purchase they ask you to go to their website and fill out a customer service survey, but the furniture delivery group knows nothing about providing customer service. They did offer my daughter a 50% refund on the cost of delivery, but that doesn't help with the fact that she will have to take time off work regardless of whether she chooses to take delivery of the table or return the 8 chairs. This will be the very last furniture purchase I will ever make from Macy's, guaranteed!

Anyway, we chose the following weekend for home delivery. The couch arrived by two quarreling delivery men. One refused to help the other, so one guy brought it in by himself. He left marks on the walls (that I had just painted). Once the pieces of the sectional were in, they realized that one of the pieces was broken, and so the sectional would not fit together properly. They left all the pieces, including the broken piece, and gave me a number to call.

Then I was told by someone on the phone that they couldn't get me a replacement piece for another 3 months! Well, it is now the end of August. Still no replacement piece and I have to sit on a broken, disjointed leather sectional sofa. Each call I put into them reveals that NO ONE has made any effort to order a new piece for us. Just like when my husband called today and was told that an order had never been placed for the replacement piece we needed back in February. Over 6 months ago.

I think that we will never get a sofa that is a normal sofa that we thought we were buying. Macy's Home Store is awful.

We have returned the cushions to these people about 4 x's since December,2007. We gave them 1/2 the money for the job when the order was placed ; they then submitted the rest of the bill to the credit card we put deposit on which they had no authority to do. Of course, Chase allowed the payment & now we are also disputing this charge. We took Macys to small claims court in May because not only are they doing a horrible shoddy job on the sofas for a price of $4378 but we still have no cushions! Once we went to court in late June of this year , the wonderful judge totally missed our complaint and dismissed our claim because Macys' rep said he tried reaching us to return the once again (4th time) repaired cushions, which was a complete & total lie!

We had not heard from them since the last time they took cushions and we quit calling them because we figured this would get ironed out in court. It seemed to us that this rep from Macys had been there before & I had a feeling he knew the court officials because it was unbelievable how quickly we were called up to see the judge after he made a comment to an officer about not wanting to be there too late in the evening. The judge clearly did not see what our issue was & awarded no money & didn't even suggest to Macys to return our messed up cushions and our originals. When we personally asked macys to return our original cushions they told us they threw them out & also told us they had no more material to make new cushions to match the rest of the reupholstery job. This has been a total nightmare & rip off and the sad part is they got away with it.

We are trying to appeal this but now it means more time, more money and still nowhere to sit!! I have never dealt with a more unprofessional bunch of people- we were only able to speak to very rude manager on the phone about 2x's ; instead every time the pick-up & drop off guys came to our house to once again pick up their shabby cushions they would have us speak to the actual reupholstery workers that we could barely understand.

I am looking for a way to let people know that the company names we all respect and have helped build are not always the best choices and because they are so huge & successful, they can easily get away with horrible customer service and with your hard earned money. We need some help here to either get what we paid for or get our money back . Any help or suggestion will help at this point. I can not imagine having to now pay a lawyer for this nonsense.

Economically, my mother who is no longer working due to an injury received on her job 5 years ago & is continuing to fight is out $4378 with nothing to show for it ; no seats on our sofa for months; and no intention from Macys to even return the badly reupholstered cushions nor the originals. The stress level we have behind this is unbelievable because of her limited English, I am the one who constantly has to take the time off from work for the phone calls, court papers, and all for nothing !

lot off back problam i thy to turn the mattress every two weeks

I went to the store on 5/4/08 and spoke with Dennis the manager and asked if someone could please come over, remove the broken pins out of the wood and replace the pins and repair the damage that was done to the wood. He said he would get back to be in two days. I have not heard a word from him.

I admit that Mr Deal was courteous while we complained to him about the unduly delays, but all what we got were promises after promises, but without any tangible outcome. I and my wife finally decided to go to the store some time in the middle of April (on Saturday) and to complain to the store manager. We even were willing to accept the display credenza, but at a 20% discount and with minor touch-up fix of minor scratches.

The manager agreed to the deal and asked us to come to the store the following week and see if the display credenza is acceptable to us after the fix. Indeed, my wife went to the store and after inspecting the display credenza told Mr. Deal that it was fine. They promised us a delivery as soon as the following week. Instead of delivering the credenza, we were told that it has been transported to the warehouse for inspection. Inspection of what? We are still waiting!!!

Next my wife and I decided that we wanted to change the color of the couch. Mary Ann Cunningham insisted that we could not change the color. We thought that was kind of suspicious so we called another Macy's and spoke to a different associate, who told us it was an very easy procedures to change the color of the couch. All they had to do was cancel the order and create a new order for the correct color that we wanted. When finding this out we contacted John Mcgill at the down town Macy's. Mary Ann Cunningham was on Vacation at this time. John canceled the old order and created a new order, when doing that for the second time making the mistake of charging our checking account again for $1,557.00. We called and disputed the matter. Macy's was not supposed to take any money out of our account. John then tried to fix the situation by canceling that, but what ended up happening was an additional charge was made. Now $3,114.00 was taken from my account.

After days of being on the phone and dealing with this mess. They finally managed to clear up the issue. Also we had put in several calls to the manager at the down town Macy's branch and never heard a word from her. We finally received our new couches in the color that Mary Ann said she couldn't change them to. Now again they have recharged our checking account $1,557.00. So again, I am for the fourth time, dealing with the same situation. I will be placing a call to my bank to alert them that this is a fraudulent charge that I never once authorized Macy's to make this charge. I will never do business with Macy's again. I understand mistakes happen, but how can the same location make the same mistake four times in a row? It completely baffles me. This has been a great inconvenience. I cannot remember the last time that I received such poor customer service.

They have tied up our account for over a month and don't seem too worried about crediting us back our money. They took a two year old couch that was in great condition that was completely paid for and gave us a new couch that was supposed to be paid for and charged us for it.

We bought leather furniture delivered May 07, that began to sag and create a depression in several areas of the love seat. We notified our salesman of the problem in December 2007 and had a Macy technician evaluate the problem on 22 Dec 07. Technician removed bottom cover of the furniture and felt the support straps under the padding in the affected area and deterimined that the supporting straps were too loose.Technician stated that the furniture manufacturer does not allow for repairs and the furniture pieces would have to be replaced. Technician called service center at and explained the problem. I talked with the represenative at the service center and was told that the furniture was not in stock but would be in by Dec 31, 2007 and to call back for delivery set up on/about Jan 2, 2008. Confirmation # was given at that time.

Several days later, I received I called by Greg Dushack who confirmed the technician's findings and arranged delivery of the replacement furniture. Meanwhile, there was a message left on my home phone from IRENE who stated that the furniture would not be replaced because it was normal and that the replacement furniture would be the same. She also left a mumbled, incomplete phone number to call if I had any questions and I have saved the recording on my answering service for future use. I have talked with Greg Dushack multiple times and am getting nowhere with him and he sounds very frustrated and stated that he spent over 30 minutes dealing with this and felt that his time could be spent better doing other things. He indicated that he has spoken with the store manager several times and that I should deal with the manager from now on. I have never heard from the store manager since this problem started. My wife and I weigh 130 lbs and 125 lbs respectively so weight is not the cause of the depression in the furniture. We have purchased 5 sets of living room furniture, as well as coffee/end tables, over the past 10 years from Macy's Northwest and have never had any problems with the quality until now. What is the purpose of having Macy's technician evaluate and problem and determine the remedy/repair if the company does not honor it? If the furniture is normal, is Macy's selling a defective product? We would like a response to this inquiry/complaint before I hire an attorney.

I wanted to start off with my total shock when I ordered my mattress and was told on the phone that the mattress we ordered we were going to love and the good news is we had 30 days to return the product. So I ordered the mattress, gave it two weeks and we just could not sleep on it. I called to return this only to find out that I have a 10% restocking fee, $50 pick up charge and I could not deliver it myself.

Right now we have the mattress in the original plastic on both the mattress and box spring in the driveway. When I was told about this charge the woman on the phone said Oh well, it was on the back of your paperwork. Well guess what. By the time I got my paperwork it was a little too late to notice that extra $140.00 charge. I would never have ordered if I had known this extra large charge existed. I should have been told while on the phone for 20 minutes discussing my choices. I would like for someone to call or figure out what we can do. I feel I will need to let as many people know about this unknown charge. It is not a small charge for someone that does not have the extra money to waste.

It is a huge inconvience. Luckily for me that's all it is, but I don't think that stores should be allowed to lie to you. If I had known it would take 6 monthes to get a piece of furniture I would have gone elsewhere.

Macy's has been arrogant about saying that the warranty is void, whereas the warranty card i have does not say anything to that effect. I paid more than $1400 on this. Now we are expecting our first baby and my wife cannot sleep in the 2 inch sag.

I asked Macy's if I could have the floor model instead of the one they delivered. They said (1) the floor model has been on the floor for a year and has relaxed. Yours will do the same, and (2) no, you selected that chair and you have to keep it.

Now Macy's is sending another repairman to look at the chair, even though they tell me that their report says only that the chair works as it should, and it does not mention the crookedness. Why send another repairman, then?

The physical damage is that the mattress seam is comming apart and the thread is raveling around the matress and i can see the springs.

This is 5/4/07 and still no furniture. Customer service, told me they are expecting the furniture on 5/14/07,in their warehouse, but i still have to wait for 2 more weeks after that for it to delivered to the store where i made the purchase. Then i still have to wait for someone to call me and set up a delivery day. My baby is due next month, but i wonder if the furniture will be here before the baby. This is really unbelievable.

On the date of the delivery I received a phone call from Dispatch telling me that the driver refused to come by on that day because I was out of the way. I spoke to him earlier that morning and he stated that he would be at my home at 10am well within the window of 8:30-10:30. He cancelled at 10:15 stating that no one was home. Not only was that not true, but even it was, he should not have cancelled within my prearranged window.

When I called Customer service they told me that they would try to reschedule for another pick up. I called and objected stating that we have been without a dining room set for three weeks and Macy's service was deplorable. I am tired of hearing how it was the vendor's fault, how they can't get the table from the wherehouse, and how they only do weekend deliveries.

I have three more rooms to furnish and I will go elsewhere to spend lots of money. I was tempted to return everything, but I will have an unfurnished home and other stores are telling me it will take 2-4 weeks to deliver. I will never use Macy's again.

We purchased a sofa and two chairs from Macy's on 9/2/07. The sofa was a custom fabric one so we were told it could take up to 8-10 weeks. We were o.k. with that. The chairs were about a week and half late. So after about 11 weeks we received the linen colored couch with a big black ink stain on the front skirt. So within the hour of the delivery l contacted the customer service line to report it. lt took 2 more weeks to get a tech. out to attempt to clean it, he informed me it was ink from the warehouse and the entire sofa would need to be replaced. The order was supposed to be handled.

So l call back in January( about 8 weeks later) to find out the date for the new delivery. l was told the order was placed and never sent to the manufacturing company so l would need to wait another 8 weeks for the sofa. l was outraged, so l spoke to every manager l could, and all promised to get to the bottom of this and never called me back. l'm currently waiting for a call back from a sales manager named Terry...lt's been three weeks since she promised to call me back. Next week will be 8 months since l originally order the sofa. l'm under the impression they are hoping l give up, but l want what l paid for.

lt's completely crazy to deal with this mental aggravation. We are working people who just want what we work hard to pay for.

i called Macy's to tell them that they needed to send someone to put the bed together like they were supposed to and they also needed to bring the correct parts to put it together. I had to call several times because they always missed their appointments. Finally someone comes to look at the bed and tells me that they made an error, the parts that we got to put the bed together are for a completely different bed and they need to come back with the right parts. The guy tells me that he is going to come back within the next 3 days. He never calls and never returns.

My original order with macy was an enetertainment unit, diniing atble with 8 chairs, a buffet to match the dining table and a bar. The wall unit was the first peice to be delivered. Since then we have head a total of 5 visits for repairs of some kind. Today, after another scheduled visit the repair person came and did not have the part to fix the hinge that came off the door and another door that is still not properly aigened.

This is the six visit for the unit.my wife has taken off three days from work for this and lost two saturdays . I learned today the reason for the issues, is the door on the left peir peice is improperly aligned and is defective according to the repair person. At first he balemed ourt floor so we moved the unit and still not aligned. It took six visits to come to that conclusion. as for the missing hinge peice that requires special order. An eestimated 2 weeks. I have a unit with an open door and on the otherside a crooked one. All for the price of $4000.00 .

I am so frustrated with Macy's. The dining table was delivered and now i have a dining table and no buffet to match. Because of the horrible experience I cancleed the rest of my order. This is my second time loggin a fortmal compliant and I am secondfs away from seeking damages from Macy's for my time lost and aggravation. It is utterly astounding that the level of service is so poor. I n addition the unit has a light fixture which we dont know how to turn on or if it works because we have no instruction manual. incidentally we cancelled the order no one even called to ask why.

The return charges would be close to $200.000 dollars.

Our credit record could be severly damaged by a mistake Macy's is making on our credit account. The scary part is that we paid by check in 2005 and have proof of the cleared check. My husband is off work on a back injury and is attempting to collect disablity and find a job that he can physically do. Dealing with this issue has put us both over the edge!

Before Marshall Fields turned into Macy's we purchased a sectional sofa for around 1400. They turned over to Macy's then their storage contract had changed and we could not keep the chair in their warehouse until my house was built. We didn't have a problem with it so we got a POD and stored the couch without knowing that the salesperson did not correctly complete the order.

We finally moved into our house in November of 2006 and noticed the couch was not complete. Macy's was notified and was nice enough to make us come back in a re-choose another peice, and they will pick up the incorrect one and credit us for the current chairs. We selected a peice and chose the fabric. They said they would call us back for an update but it never happened. We ended up calling and they said the fabric we chose is not in stock anymore so we have to re-choose another fabric. I have asked to speak to a manager multiple times and they say a manager will not be able to help me only the salesperson we deal with can. I am wondering what their idea of customer service is at this point?!?!?

To this day our couch is still not complete and our order is up in limbo. They have not offered to pay for shipping or upgrade the fabric we chose to make us happy. We have tried to get our money back and now they are going to take a percentage back for the order we just placed!!!

I also purchased a Sterns and Foster Mattress. It saged so badly we can no longer sleep on it. I called Macys approimately 6 months after purchasing it, they sent out a representive to inspect it. He laid a ruler across they bed and said it has saged but that is normal. Since we had removed the tags we were told that we are stuck with it.

I had all the receipts and it was on my Macys credit card but it did not mean anything to them. So now after two years we have to go out and purchase another mattress. They told us that this mattress was warrantied for 15 years. They should have said 15 days. We wake up everyday with back pain and never get a full nights sleep on this thing.

Oct 14, 2006 we bought dining room set Georgetown, made by Universal Furniture Company. We bought buffet, hutch top, table, and credenza. We paid total price $5468.62. The set was delivered on time, Oct 19, 2006. We refused to accept credenza ($1499.00) for two reasons: it was damaged and the top was made of small quarter-inch thin pieces of marble rather than one solid piece of marble.

I called the store and explained the reason for non-acceptance of the credenza. The manager of the store David personally apologised and promised to personally attend to the matter. New delivery date was made. The credenza was delivered on time. This time it was not damaged, but the top was the same quality: small thin pieces of marble glued to the particle board. I refused to accept it again,

During the last 2 weeks I spoke to him more than once. He said all credenzas in the warehouse and in the showroom were the same and I had to accept it the way they were made or refuse it at all. I got in touch with the manufacturer Universal Furniture and had an e-mail exchange with them. This is what they responded:The marble top on the credenza is one large single piece of marble. After obtaining this information I decided that in this case this is not just poor customer services, but it smells pure criminal activity because the difference in price between the small pieces and one solid piece of marble is substantial and may comprise more than a half of the price of that credenza.

My next mistake was going back and purchasing the chair because I really liked it.Guess what. Their next revelation was that not only could I pay the $15.00, but I also could not pick it up before the same date that they would be scheduling a delivery for $75.00 if I chose that option. There went the advantage of being able to get it sooner, if I picked it up. We'll never know if they have what I like in the future, because I won't be back in to look for anything. Macy's came & went once before in this area & my guess is they don't make it this time either.

Purchased a bedroom set on July 31st, 2006 and told salesperson at Macys we needed it in two weeks...she said it would be ready for delivery. Paid the full amount. Didn't hear back from Macys regarding delivery so we called Aug 18th, told only 2 of the 6 pieces were available...please call back monday. Called again, were told most pieces would be ready Aug 30th, they'll call then but never did. We called again Sept. 6th, said all pieces were not available but they would be avail. Sept. 15th. Sales Manager said he would keep us posted, but again no one called.

Left message several times and spoke to salesperson Sept. 23rd...said she would talk to manager and call back. Again, no call back. I called again sept. 25th (still being polite and understanding)...spoke to manager who said he's outraged and would make sure someone calls us to keep us updated. His records show pieces would be available early October. NO ONE CALLS. Spoke to Customer Service Supervisor in St. Louis who tells me he'll look into it, and that it was ridiculous what we were going through. He says he'll call back within 48 hrs. He never calls. I call back the store again and the same manager who was outraged about the overdue furniture says he'll call back later that day...and guess, what no call back.

We spend $3K on furniture that was promised in no more than 2-3 weeks...each time we call, there's a new availability date but no one from Macys can guarantee when. Can you say BAD CUSTOMER SERVICE...btw, the manager never called back today either... Too frustrated to cancel, we'd be starting from scratch in our search...took us 3 months and still no furniture, no answers, no call backs from MACYS...WORST purchasing experience ever for us!!!

I contacted Macy's in May, 2006 because one of my dog's vomitted on my sofa. I have a stain free/worry free plan with Macy's. I called Macy's to report the mess on the couch. They are supposed to have a technician contact me to come to the house to clean the sofa. I was told from May, 2006 through July, 2006 that a technician will call me. (No one evry called me. I was told that they do not call customers, that it is our duty to call them.

I called weekly for reports on my couch). Each person I spoke to was rude and inconsiderate. It is only supposed to take 7 days. I finally called the Better Business Bureau and reported the fact that Macy's is giving me the run around. The better Business Bureau got me in contact with Michael from Macy's Executive Office. He has been dealing with me since. I was told by him that no technician works in my area and that a new couch would need to be ordered. It was finally ordered and supposed to be in the warehouse by Labor Day.

I called three weeks later becaus no one called me. It was sitting in the warehouse. I have had three dates set up for delivery. Mike set them up. He knew my new address and phone number. He was supposed to make sure my couch was delivered to the right address. The first time, the couch was put on the wrong truck (going to my old address and that the truck broke down. Even if the truck did not break down, I was told I still would not get my furniture because it was on a different route.

The second time, I was called and told it would be delivered to the old address. I called and told Mike that it was going to the old address, but there was no way of stopping it. Later that day, a truck came to my new address to pick up my old couch. Why did that truck have the correct address but the other one did not? The third time the message stated the truck would deliver to my new address and would you believe they delievred to my old address and I was told tough luck and that my couch would not be delivered because again it was on another route. I was told all three times that Macy's was sorry, but that there is nothing they can do.

Wasted $2502.38 on a defective mattress, not to mention the mental anguish of having faith in a company for naught.

My wife and I went to Macy's two seperate times to look at recliners. Both times we talked to salesmen, who never mentioned that, in addition to the posted price, that Macy's charges a $15 charge. We were only told this AFTER our credit was approved and we had agreed to buy the recliner. THe charge slip broke down the total cost, which included a service fee of $15. We questioned the salesman and he said that everyone gets charged the delivery fee of $65 or, if picking up the furniture ourselves, a $15 service fee. He said this was to try to cover the increase in gas prices.

While I can completely understand that gas is high, I don't beleive that they should be able to charge this fee without disclosing up front, not after you have applied for credit and purchased the furniture. We emailed Macy's thorugh thier website and was told to call the local manager, who would refund the fee. If everyone gets this fee charged, but never realizes or complains, it seems to me Macy's is charging fees without disclosing.

Millions of customers are probably purchasing Macy's furniture everyday and they are getting away with charging this fee. You cannot purchase the furniture that they are advertising it for; you will be charged the $15 service fee or the $65 delivery fee, no matter what. So, no matter what you do, you can not walk out of the store paying what the sticker price is.

I have boxes all over my condo and no use of my bed, because the headboard is needed to assemble this item. If the company sold my headboard out from under me admit it and resolve this matter.

Shortly after moving to Sacramento we visited a Roseville store where our sales rep was extremely accommodating. He placed our order and had it scheduled to ship one week later. Our sofa also came with a StainSafe 5 year warranty, which we were told would cover any cleanings we needed. 2 years later I filed a claim to have our sofa cleaned (normal wear), I was then told that they would only remove individual stains and they did not clean the whole sofa. After going back and forth with the very rude cust. service rep. I then just filed a claim for one cushion that had a few pen markings on it.

2 weeks later a rep. came out to our home to attempt to clean the stain. They could not remove the stain so a replacement cushion was ordered. With a family of 5 and two fulltime careers months just flew by before we realized that our replacement cushion had still not arrived (6 months later). When I called StainSafe, they claimed that it was "out of their hands" that Macy's store was responsible for the delivery.

I then called Macy's store and they never received any claims or orders for a replacement cushion. I then called back StainSafe and explained to them what I was told by Macy's and they told me that I did not contact them within 6 months about not receiving my product therefore the claim was now closed and denied. Funny how they knew I did not receive my cushion, yet did nothing to follow up with ME the consumer!! My complaint went as far up the chain as the manager and was still told "too bad". I then told them I wanted to open a new claim for the same cushion and they instantly denied the claim saying they needed proof that the previous s stain had been removed.

THEN...I filed a claim (all in the same conversation by the way)for a different cushion for a ring spot (water ring of some type). The cut. service rep. asked me what the ring was from (juice, water, etc), I said I was unsure and she INSTANTLY denied that claim too, stating that unknown stains were not covered under warranty! I could not believe that after being a loyal customer to Macy's corporation for over 15 years, that I was being treated with such disrespect. Not only were they very unaccommodating, but even the Supervisors and Managers were bitter & rude. I will NEVER buy nor recommend Macy's Furniture to ANYONE! Infact, I DISCOURAGE them any chance I get.

I Can't use my recliner while they still have my money.

Two days ago the computer kept freezing on me and this time restoring did not help. Neither did calling a technician (from a private co., not HP) to clean up possible spyware or viruses. The technician did however tell me it was his feeling that my hard drive was damaged.

HP told me that the only thing i could do was a "recovery" of my system, reverting back to original settings. I spent one entire day backing up my files (computer was freezing every 4-5 minutes) and then started the recovery process. The "recovery" failed, and a message screen came up saying that the disks, that I created with my new machine, might be faulty and that hard drive might be damaged.

The level 1 tech I talked to said I had to wipe the memory of the computer and then do the recovery again, so I lost a second day. Day 3, tried to recover the computer again with same results. When I called HP, for whatever reason, they couldn't find the notes from the day before so they had me repeat Day 2.

At the end I was told the disks I created were bad (even though they were never used) and that I had to purchase recovery disks from HP and that it would take 2 business days before I received them.

I have lost 3 days of work. I had to spend $21.00 on disks that may or may not work. HP won't address the possibility that my hard drive is damaged and kept saying the recovery disk would fix that. I have 92 days left in my warranty. I think they are stalling, so they don't have to replace the hard drive.

March 18, 2005. I had to call Macy's. They told me that a new table was on order and they would call to set up delivery when it was in. April 20, 2005. I had to call Macy's again. They said they would call in Mid-May. July 8, 2005 I had to call again. Customer Service referred me to the store. Dean our sales rep said he would call the buyer and find out what was going on. July 25, 2005, I had to call Macy's again. Mr JOhanssen then said he would find out what was going on. He called back and left me a voicemail saying that a new table was on order and would be in the first couple weeks in August.

August 22, 2005 I had to call again and this time a much less cordial Mr. Johanssen just referred me to his superviser Mr. Stewart Beasley. Mr. Beasley said he would look into it. After much excuse making on their part I finally got a new table delivered on September 9, 2005.

Less than two months later the same problem started to occur. Again I filed a claim with Stainsafe. They got back to me in three days to tell me they don't cover this issue because it is a known manufacturer defect. I call Macy's customer Service. They agree that it is a problem and they don't carry the table anymore. They then offer me a 20% refund and they will void all warranties (useless as they are anyway), or I can go in to the store and I can purchase a new table and have my old set credited toward that purchase.

After more discussion witht he sales rep, what I would actually have to do is PAY FULL PRICE for a new set and then trust them to get my refund back to me. My husband and I discussed it, and after reading this website we decided our best option was to try to get back some of our money and refinish the table top ourselves. Well, it is February 17th and I originally notified them of our choice on February 1st. We still have not received the "As Is Letter" that we have to sign and send back in a first step towards our refund. I called a second time on the 10th and supposedly another letter was sent. It has not shown up. I called today and this time the excuse was that if they don't word the letter perfectly it will get kicked back in need of corrections (Have they never heard of form letters???). Supposedly my letter went out on the 13th and we should have it by next week.

I went to the store on Jan.20st, 2006 looking for a living room set. I spoke with a sales representative who told me that the price of the 5 piece sectional was $2,500. I told him that I would like the four pieces and the ottoman. He said the price would be the same because they can switch out the one piece of the sectional. I asked how much delivery and surcharges would be if I had the couch changed to another color. He told me they were offering 10% off plus a 7% tax discount which basically wipes out the tax once they have to add it to the total purchase. He told me the total price would be $2,625.00 including everything. I told him I would come back the following day to purchase the couch.

I went back on the 21st of January and spoke with the same sales representative. I told him that I wanted to purchase the sectional and asked him to ring me up. He then proceeded to tell me that there was an additional charge of $50.00 per piece and that he never said anything about 10% off. He also told me that the ottoman was extra. In the end, my total came to $3,175. I told him that I wanted to speak with the manager, but he wouldn't let me. He said that the manager would say the same thing.

I finally insisted on it, and the General Manager, Geoff came out. I explained the situation and he took the sales rep in the back. I overhead him telling the rep that it wasn't worth all of this trouble for $300.00 and to just give me a break. They both came out and Geoff told me that he needed to charge me the full amount because the supplier could deny the sale if they see a large discount but that he would credit my card $270.00 once my order got to the warehouse. I was satisfied and left the store. Geoff and I even exchanged emails to review the arrangement. I was also told that custom orders take between 6-8 weeks max. I was willing to wait for my sofa until the first or second week of March.

This is where the big issue comes in. I decided to call the 1800 Macy's call center number to check on the status of my order. Now, my credit card was charged the 25% of the total order on the 21st of January. When I called February 8th, 2006, I was told that they show my Sales Check number, but the sales rep at the store never finished submitting my order. My couch was not even ordered!

I purchased a living room set at Macy's and one week later, they offered a tax free deal on the same set I had purchased. I requested to get the tax free deal within 5 days of placing my order, and was told I was too late. I then asked them to cancel my previous order and to place a new one so that I could recieve the tax free deal. To avoid cancelling the order, a manager agreed to deduct the tax later when I was billed. Two months later I received my furniture and the bill, but they did not deduct the tax. I called several times to both the furniture gallery and customer support. A lady from customer support asked me to have the sales agent contact her and she would deduct the tax from my bill.

I went to the gallery and the same saleswoman I had been in contact with and she acted like she had no idea what I was talking about. I then spoke to a manager, Charles, who gave me his card and told me he would contact customer support. But he warned me that I probably would not be eligible for the deal. I reminded him that a manager hald already promised that I would get the amount of tax deducted, and explained to him that I had requested to cancel the order and place it again if they would not give me the deal. He called me several days later and left a very rude and condescending message stating that I was not eligible for the deal "LIKE I TOLD YOU BEFORE" and that if I threatened to cancel my order, that I would have been "PENALIZED".

Purchased 2 bedroom sets and one mattress set. Delivery was set for Dec. 18th. They arrive 1 hour late with only one set of hardware, so they could only set up one bed. Mattress arrived with wrong boxspring, Queen mattress(right) with a twin boxspring (wrong). My question is how they couldn't see that was wrong?? The delivery man said it was marked a queeen, ya so do you not have eyes?? And then they forgot on nightstand as well. (Agent fault)

So we refused one bed, to come back with hardware and set up. After repeated calls to the warehouse, they assured us we would have delivery of the rest by end of week. New delivery date was set for 12/21 between 6pm&8pm, they called at 9am on the 21st to say they would be there in an hour....?? We called to say no one was home and they needed to keep with the origonal schedule, guess what they no showed!! We waited until 9pm and no call. We are trying again for a delivery by Christmas, but I don't hold out too much hope. Why does Macy's not clean up their act with all these complaints?? They are a big company and should listen to this.

We purchased furniture in 2002 (leather sofa, loveseat and oversized chair)along with three tables.The chair and full size sofa are also recliners.At the time of purchase, we also paid for an extended warrantee for the furniture (7 year warantee. After sitting on the furniture (isn't that what it is for?) We noticed that the leather was beginning to fade where ever your head, backside, elbows legs, etc. touched the furniture. Also, one of the recliners on the sofa was crooked and not working properly. We called Macy's in to look at the furniture and were told they would get back to us within a week or two.

We received a letter in the mail saying that it was customer caused. fading because we sat on it and did not address the problem with the reclining part of the sofa. I called them back and they sent a second person in to look and take pictures of the sofa. We again received another letter in the mail saying it was customer caused. A couple of months later, we noticed that the arm of the sofa (part of the frame) was loose and called Macy's again. Someone came in, took pictures and we again received a letter in the mail saying it was customer caused.

I called Macy's back and after battling with them over the phone, the supervisor, Nina, came back on and told me the frame (arm of the sofa) had a lifetime warrantee on it and sent someone again to look at the sofa. We were told that there had to be some looseness on the arm in order for the mechanism to work properly. The sofa was not like that when we received it originally. The only people who sit on the sofa are myself, my husband and my son who is 22 yrs old. This furniture is not neglected in any way. It has not been abused and both Stainsafe and Macy's have denied our claims. Our next recourse is to take Macy's to small claims court and to contact the Better Business Bureau.

I purchased over $2000 worth of furniture, an oversized chair, ottoman and couch. When the items were delivered the chair did not have legs, the deliverymen said they were missing, and proceeded to take the legs off the ottoman, put them on the chair and tell us that they would bring the legs two days later. The legs never arrived. I called Sales Representative, who assured me she was going straight to her manager who would order the legs for us and have them sent to my office, the address for which she took down.

Two weeks later I called because I had not received the legs, she then told me that "I need to understand something", this was an issue for Customer Service and she doesn't order the legs, she failed to mention this in our first conversation. She then said she would call Customer Service to check on it and get back to me, she never returned my call. Since I have been in touch with Customer Service, twice, the first time they said they were ordering the legs and they had to be shipped to the address to which the furniture had been delivered.

Five days later, I call to follow up, the order had JUST been placed and would take 4-6 weeks for delivery. I asked what Macy's was going to do to remedy, and was told I could have a $30 gift card, when I said that was unacceptable, as we will have had an ottoman without legs for over two months, sitting directly on the floor getting unnecessary abuse, I was told I could have a $50 gift card. There was no care on their part for our experience, no attempt to right the situation and no apology for the poor delivery men that they sent with our furniture, even though we had to pay an additional $100+ for delivery.

Worked with two wonderful individuals at the Macy's Furniture Store at Sycamore Plaza, in Cincinnati. The designer came to my home, gave me ideas and the saleperson was most helpful in ordering on the day of the sale so I would get the best price. HOWEVER, delivery was a nightmare!!!!!! I gave them two numbers to call to arrange the delivery. I was out of town the day before and they left the message on my home answering machine . . .which I didn't get until the next day.

The message was recited so fast that you couldn't understand the phone number you were supposed to call to confirm delivery. I listened 5 times. Finally though a maze of trying to get in touch with someone in delivery, I found out that my delivery had been cancelled because it wasn't confirmed. I explained that I didn't get the message on the primary number I left and that you couldn't understand the number I was supposed to call. I asked to speak to a supervisor . . .was not given one. In frustration, I cancelled the order. I think more people should know that while Macy's is about customer service on the sales end . . .it's not about customer service on the delivery end.

This has caused a lot of stress as well as a lot of tears. At present we are sleeping on a mattress on the floor. My fiance and I were saving up to buy some bedroom furniture (we are moving into a new house) and we found a set we fell in love with at Macy's Furniture Gallery. (We do not have any bedroom furniture). We saved up enough money and went to Macy's one night to pay for it. The only salemen there behind the counter was a "Jeff B" and so we told him we wanted to pay for our bedroom set. After taking the money, etc. he gave a green copy of the paperwork. When asked how come it didn't say paid on it, he said the green copy was good enough.

The mistakes we made have haunted us every since. (It was totally stupid on our part to pay in cash, not to get a receipt,and to trust him). To make a long story short, when we went back about 3 weeks later to get a dresser, that's when we found out that none of the furniture show paid for. (Nothing was delivered because we were in the process of getting a new home). We were of course beside ourselves, couldn't remember the exact date, etc. etc. We spent about 2 hours that afternoon there trying to remember EXACTLY everything, meanwhile all the other sales personnel - none of whom were present - began putting their own spin on things.

Nothing was resolved and Jeff (the salesmen), couldn't even look us in the eye, said we didn't pay, and then went home sick. In essence we are out our money, out the bedroom furniture, and filled with grief over this. We have spoken to Macy's several times, (they said there's no proof we paid,), we hired a lawyer, she also is having trouble hearing from Macy's and we are at our wit's end. I also angry at myself that I gave my money to a total stranger and trusted him.

We are both very honest people, have worked at Boeing forever (26 + years) and have no reason whats-so-ever to try and get something for nothing. I have excellent credit, do not even have a car pmt. or credit cards. I pay for everything in cash, and that's one reason why I have excellent credit. Right now, we're just basically spinning our wheels, no word at all from Macy's, we're sleeping on just a mattress, and have cried over this ordeal many, many times.

Purchased couch and loveseat 2/04 and within a couple of days they were beginning to sag. I called for an inspection. Insepctor came and jotted some notes down. Later rec'd a letter that we would get new seat cushions. Rec'd the new seat cushions but they were not any better. Called for another inspection. Insepctor came and jotted some notes down. Rec'd a letter that nothing was wrong.

This went one for about 6 months and I let it go for awhile until Feb 2005- yet anohter inspection. Rec'd a letter in 4/05 stating that we would receive replacement cushions (seat and back) within 12 weeks. 12 weeks went by and nothing. 8/05- Called again...they had no record of this and told me they would rush order the cushions. 9/05- Called again. Just about had it. I speak to a cust rep and I tell him the whole story. I said I would love it if we could just return these couches for a refund. He said that he could set that up.

About a week later, the couches were picked up and we had a credit back on our charge card! SO HAPPY to be rid of them!

I ordered a bedroom set on 12-22-04, waited until mid April 2005 for delivery. The set was missing the center support for the box spring, all handles on the upper draws were no straight, couple of draws did not close properly, and there are dents on the upper draws in line with where the handles are. I called Cust. Serv. the same delivered day, the schedule a Tech. to come and see what I was talking about. He came a week after, listen to what I had to say and made the comment well; is made in China, I replied: for $3200 I was expecting something better, he smile and told me that Cust. Serv. will contact me in 10 days.

I call Cust. Serv. after 9 days, and they told me that the Tech. said that everything was normal. I argued for few minutes, and then they told me that a different Tech was going to give me a visit in a week. Guess what? One day before the visit they call to tell me that the Tech. was not going to make it. I told then to forget it, because already took 3 days off, and that will pursue the matter on different avenues. Called credit and canceled my account. Yes; I was expecting a lot more from Macy's, and from now-on people will only heir how bad Macy's is from me.

Had to hire a carpenter to put plywood under the box spring, other than that the bedroom set still the same.

I ordered a loveseat and couch from the Macy's Thousand Oaks store on September 6, 2004. On the purchase date, I was told the items would come in on September 15th and that Macy's would call to schedule a delivery date. When I hadn't heard from them on the 17th, I called. I was informed that the loveseat was in but that the couch would not be in for 2 weeks. So, I scheduled a delivery for the loveseat for September 23rd.

When the loveseat arrived, it had a hole in the side of it. I had to have an inspector come out to take pictures and tell me, they will order the piece to replace the torn section, which I think is unacceptable. It is a brand new couch and was delivered with a hole in it. Now I have to own damaged furniture? I didnt spend this kind of money to own a damaged piece. I called on Tuesday, October 5th to find out about my couch and was told it was in the warehouse and was being scanned in. I was told to call back on the 6th to schedule delivery.

When I called back on the 6th I was told that the furniture was not only not in the warehouse but that it would not be in until October 18th. Now, if I had known at the time I ordered my furniture that my furniture would take this long to be delivered, I would not have A) moved out all of my furniture in anticipation of our new pieces, and B) I would have planned accordingly. I am throwing a surprise party for my husband on October 17th and our friends and family have no where to sit.

I am appalled by the lack of customer service I have received from Macy's. I have always had a pleasant time working with them, however, this encounter has left me angry and disappointed in them. I would expect more from a name like Macy's.

I ordered couches in 2/04. I wanted chocolate colored which they called Dos Dijon. I waited until July and when they arrived it was a cream color not chocolate. There was a big problem trying to identify the correct name that match the color I wanted. There was only 4 colors to choose from and the floor model was the cream color. After going back and forth with the buyers office, customer service, and the store manager they then said the chocolate color was called cameo and would arrive on Aug 6th. When I called they said I needed to wait 10 days from the 6th for a delivery date. 14 days later I called and they claimed they couldn't find my couches.

After threatening to cancel my order they found the couches and set a delivery date for Sept 4, Labor Day weekend. I had travel plans but didn't want to postpone this any longer since it was 6 months since I placed the original order. I had a morning delivery time and they didn't arrive until 3:00pm. I went to the truck before they unloaded the couches and sure enough the same color they delivered in July, cream, the wrong color again! The same color came twice with two different names. When I tried to get my deposit back it was again a runaround procedure.

The following week I demanded a check to be mailed and I am still waiting for it. Don't order from Macy's furniture, whatever you do it's not worth the aggrevation. I am still waiting for my refund of $475.00 check.

In December of 2002 I bought a sofa from Macy's Furniture. The payment plan was a No-Payment for 6 months. I signed the agreement, but when I returned home I noticed the billing address had my old address although the delivery address was correct. I called the salesman and explained what I had noticed and he said he would take care of the problem. Several days later my sofa was delivered.

I didn't give much thought to time and didn't think about payment because I had not received a bill, until...I received a phone message from someone collecting for Macy's. I believe at this time about a month and 1 day had gone by after the first payment was due. I called the number given and I explained what had happened to the man who called me (to long ago to remember name).

He insisted I give him my bank account number for an automactic withdrawal for the sum owed then and there, and then said there would be a fee attached for the transaction. I refused to pay the fee since I felt it was an error on Macy's part and not mine. He put me on hold, contacted a Supervisor and then said the fee would be waived. I told this man that I had good credit, did not want it ruined, had always paid my bills and insisted that nothing be reported. He assured me that I would not be reported.

On January 18th,2004, I ordered my Credit Report. Lo and behold there was a negative report against me by Macy's. I immediately filed a dispute. I have shopped at Macy's since 1993. Have never been late with payments. Macy's store sent bills to my current address. Why didn't Macy's furniture connect with Macy's store? Why was I reported after I was told I would not be? This is not the only problem I've had with Macy's furniture.

I bought a bed from Macy's Furniture and the wrong one was delivered twice (the first bed and the second try were one and the same) about 4 years ago. I didn't try for a third and cancelled my order. I guess I should have learned from that fiasco.