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Customer Reviews |
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  | Awful Service, Terrible Delivery
06/07/07 (reviewed by: thegecko from San Diego, CA) |  6/6/2007
I wanted to share with everyone my hellish experience with Macy’s Furniture and Customer Service.
During February 2007, my girlfriend and I began shopping for recliners. After looking around a bit, we went into Macy’s Home store in San Diego, CA to check out a few chairs we saw in an ad. Disappointed in the recliners, we looked around the rest of the store and stumbled upon a rather large, very comfortable electric reclining leather couch. We fell in love with the sofa. With $500 off (bringing it to a little over $1800) and a 12 month no interest option, we couldn’t resist!
Halfway through the transaction however, and while I was making my $550 down payment, the sales representative told us that the couch was on backorder. She assured us though that it would be in by the end of March and no later than April 1st. We liked the piece so much that we didn’t mind waiting a month and a half (this was now February 19). We didn’t hear anything from the sales representative after that, and about a week before the end of March, we were nearby the store and decided to pay her a visit.
She said now the couch was on backorder until the end of April, beginning of May, but she didn’t call us because “usually” when the manufacturer pushes back the delivery date, it still arrives on time. She said she would contact us if things changed.
A week after April 1st no word, so we decided to call the store. Our sales representative was not there, but the person who answered the phone said the couch was not in yet. Another week went by, still no news, so we called in again, and still no couch or sales representative. One week before the end of April, on Tuesday, we got a call. . . the couch was finally in! Whoohoo! But apparently that weekend they were closing down the Macy warehouses for inventory and we would have to wait two weeks for the couch to be delivered. Later I called back and told the person in the department that we’ve already waited over two months and asked if there was anything they could do to get the couch to us sooner. He said there was nothing and the only option I had was to call customer service. And so the beginning of the spiral to hell began…
I called customer service and there was nothing they could do about the delivery date. They did however offer to send me a $100 gift certificate and to cover the delivery costs to compensate for the inconvenience. To this date, I’ve never received the gift card.
So, the first weekend in May the couch finally arrives. The delivery men had to detach our door to get it to fit through. When they finally set it down and hooked everything up, one of the sides would not recline. It simply didn’t work. On top of that, the door now was very difficult to open and shut and the delivery men could not fix it. The couch also had a few scratches on the side, damage from getting it into our apartment. I spoke on the phone to customer service and they arranged to have a technician come down to fix the couch and look at the scratches. The only problem was that their Saturday schedule was booked for another month and they would need to come down during the afternoon on a weekday. We couldn’t request a morning time, they stopped servicing at 4PM, and there would be a three hour window. Basically, we would have to take off work to meet with them. The alternative was either to wait a month for a weekend date, or wait a month and a half to have the couch replaced. Ridiculous!
I called customer service back the next day, reminded them of how long we had to wait, and there was nothing they could do. They contract out to another company for repairs and it’s not their policy or schedule. They suggested I contact the technician company… so I did. The representative from the technician company was even less helpful, would not budge on their policy, and told me to speak to Macy’s customer service instead. I called back customer service and they couldn’t do anything, even when I spoke with a supervisor. They simply said that that’s the system and policy, and they can’t change anything, but they would note that I was unsatisfied with the arrangement. All this despite waiting 2 ½ months and now having to use paid time off to meet with the technician.
My girlfriend took off work that Tuesday to meet with the tech. He examined the couch and determined that the wires were loose inside. When placing the couch back down, he then tore the wire and it would take 4-6 weeks to order and replace the part! He suggested just replacing the couch. So, I called customer service again (because no one handles these things for you) and explained to them the situation. Now they said they could replace the couch ASAP. Since it was Mother’s Day that coming weekend, they would exchange it the following weekend. I asked if they were going to compensate me for yet another inconvenience. They sent out a $55 gift card.
Two weekends later my girlfriend and I spent the entire day in our apartment waiting for the delivery men. They were suppose to arrive between 1:30-4:30. At 3:30PM we called the delivery number, and although they are open until 5PM on Saturdays, they had already closed for the day. We then called customer service, but could not get through to anyone live. We decided to contact a sales representative at the Home store and they gave another number to try. The representative at that number said the delivery men were running 45 minutes late and would call us. They finally arrived at 5:10, without calling.
The first delivery man checked out the current couch and complained about how technicians don’t know what they are doing. He then suggested that I come outside to examine the new couch, because it did not come in any packaging, which the other one did. I went into the truck and found the couch half-wrapped in a bag. My girlfriend and I looked it over and discovered several noticeable discolorations and scratch marks. I could not believe they would expect us to accept an exchange for a piece of furniture in that condition. I told them I would not take the new couch, didn’t want the old one, and after speaking with a customer service representative, asked for a full refund. Which they said they would do.
Later my girlfriend contacted the Home store to see if she could speak with someone higher up or get a contact at corporate to let them know about our experience and our amazement that they would treat anyone, especially an Elite Card member, with such disregard. A customer representative said they would have someone call her later that week. After some phone tag she finally got through to the Home store manager and gave a detailed account of our experience. When speaking with her again however at a later date, the Store manager could not even remember the conversation or our dilemma.
Last week the store manager contacted me to apologize and let me know that this is not how Macy’s treats its customers and if we had contacted them instead, it would have never gotten this far. Of course, they’re the ones who directed us to customer service in the first place. She didn’t give us a higher contact, but did assure us that we would be receiving a letter of apology and an additional $50 gift card.
Last weekend we received the letter and it basically stated that our experience was not intentional and that Macy’s does not treat its customers so. It more or less tried to say Macy’s almost never lets these types of situations occur, and it didn’t really apologize for our hardship. It wasn’t even signed and there was no name on it either. Yesterday a hand written letter arrived from our original sales representative, stating more of the same, but seeming a bit more concerned. We also received a gift card with the letter, but do not yet know what the amount is. Knowing Macys’, we’ll probably have to buy something before they can access the card.
It has been about three weeks since they took the couch back and I haven’t received a refund credit on my Macy’s account or the Visa card which I made the down payment with. I had to contact Macy’s again, this time by email, to find out what the problem is. I refuse to speak to another person on the phone or waste time while I’m on hold. Macy’s did of course remember to send me a bill with the couch transaction still on it.
Being one of the largest furniture retailers and department stores in the USA, and considering my family and I spend thousands of dollars there each year, I am shocked and extremely aggravated by our experience. I’m sure for those shoppers who are able to go in, buy an item in stock, and receive it that weekend (hopefully in one piece), there’s no problem. But a warning to those who would buy from Macy’s Home… if something does go wrong, it might be several months until you don’t have to worry about those grey hairs growing back.
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| | | macys.com
10/30/06 (reviewed by: Anonymous from Anonymous Location) | | They will only warranty the piece for 30 days. I purchased a piece, but it fell apart after two months. Macys.com will not accept responsibility for poor workmanship. Returning/repairing the item to a local Macys's store was also rejected. Macys.com says to visit a local Macy's store. The local Macy's says that they are not responsible for jewelry sold by Macys.com.
This has been very frustrating. I have been told multiple options from the various customer representatives at macys.com, but they were all false.
The customer service representatives at macys.com promise to follow-up with a phone call for customer support, but that is a false promise.
This was my first jewelry purchase from macys.com. That was definitely the last time I will purchase anything from macys.com. The run-around that they give customers is enough to encourage me to shop at other stores/websites.
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| | | Macys Menlo Park New Jersey
03/22/06 (reviewed by: Norma Yuro from Scotch Plains, NJ) | | Great saleswoman in the ladys suit department, her name was Loni, she was very helpful and polite. She provided great customer service. |
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