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Macy's - Furniture

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Mr of Hillsboro, OR March 3, 2008

Mr of Hillsboro OR (03/03/08)
I have had the worst experience with Macy's Furniture department. My wife and I had a credit from our warranty company to purchase a new couch from Macy's. Initially we had good service, but I think that was just so they could get the sale. We have been working with Mary Ann Cunningham and John Mcgill at the down town Portland Location. When my wife and I selected the couch that we wanted, they made the mistake of making a 1,557.00 charge to our checking account. I understand mistakes happen, so we where forgiving of that.

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.

Haruki of Olympia, WA January 21, 2008

Haruki of Olympia WA (01/21/08)
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.

Alin of Burbank, CA December 30, 2007

Alin of Burbank CA (12/30/07)
I bought the Metropolitan dining room set and had to refuse delivery 3 times due to damaged pieces. (Pieces of wood were chipped off!) Even the furniture that I did not refuse has nicks and scratches on it that I just chose to ignore, because Macy's has been such a hassle to deal with. They even said that they would do a VIP inspection of the furniture before loading it on the truck. When I explained this to the truck driver he just laughed and said there is no such thing, and customer service just tells you that to make you feel better. I had to go through 4 different people to talk to a supervisor, who after I explained the story, said, "Thanks for your comments, can I help you with anything else?" I was extremely furious at that point and was able to get a Macy's gift card as retribution. Furthermore, I submitted a review of their product on-line and they didn't even post it. They only post good reviews. Don't be fooled by their website. That's how I got tricked into buying furniture from there. Their quality control is horrible and I would not recommend it to anyone. Just google Macy's furniture and you'll see the actual reviews from consumers who are not satisfied. Avoid Macy's at all costs! Save your money!

Debbie of West Caldwell, NJ December 27, 2007

Debbie of West Caldwell NJ (12/27/07)
When I ordered my sleeper sectional I was told it was in stock. It was important we received it, because we were having Christmas company. The sectional would be where our guests would sleep. Well, when no one called, we called Macy's. They informed us that only 1 piece would be ready for our company! Luckily it was the sleeper part! Now today, we were told the 3rd piece would arrive, I'm still waiting! The wooden leg is chipped, and no one showed up, and I've been waiting all day! I will never purchase anything at Macy's again. In fact, the mattress is so uncomfortable, (not the one showed), we had to purchase a feather bed, and can't close the couch!

Joanne of Epping, NH October 4, 2007

Joanne of Epping NH (10/04/07)
A note to the customer service department at Macy's online:

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.

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