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Hello,

This is a complaint regarding Macy's Furniture sales check 2262****. All of the issues have been noted on this salescheck and are available for review, but I would like to speak with someone in the legal department and/or credit services regarding the future of this complaint. Below is the summary of my order and subsequent issues.

The purchased bed was backordered and when I finally received it, the delivery men could not put it together because they did not have the hardware. I was told someone would come back that week from the warehouse directly to put it together for me. While frustrated, I understand that these things can happen. They did not come back later that week. I called several days later (nobody called me) and learned that the hardware would need to be ordered and that they would expedite it. Also of interest to note: the technician apologized and said he actually had this hardware in another truck? 2 weeks later I called and was told the hardware takes "between 4-6 weeks" which I was never told.

When I received the package of hardware, by the way, it was shipped ground from Ontario, CA. This is very close to my location and I could have picked it up at this rate myself.

I then began the process of getting the furniture picked up as I had found the replacement through wayfair.com and informed Macy's I would no longer be ordering furniture with them. Macy's did not orchestrate the pick up and instead offered me 10% off plus they waived the delivery. Considering their promises to resolve this issue, I foolishly accepted the accommodation. Weeks later, the furniture went on sale for 10% off anyway so all I really received was the delivery of a bed I could not even use for 4-6 weeks. Sidenote: the furniture is still on sale.

Another phone call yielded a $50 Macy's gift card and a service appointment with US Quality per the supervisor. I was promised they would come on Saturday, August 9th but was not given a time frame. Saturday I got a call while walking my dog and was told they had arrived at my residence. I told them I would be right there. They told me they could not wait and that I needed to be home when they arrived and were leaving. I informed them it would be less than 10 minutes and I was on foot. I again relayed that the e-mail said I would be given at least 30 minutes notice if not 24 hours. The phone number was (323) 572-**** at 11:19 AM. The technician said I would have to call Macy's. When I arrived back at 11:27 AM they were gone and did not answer the phone. I left a voicemail for the US Quality technician, whose voicemail was extremely unprofessional, for the record. US Quality later told me that the number belonged to someone else - not one of their reps. Strange. How would a stranger happen to know I needed furniture assembled and my address and phone number to call upon arrival?

I began to wonder - who was I allowing into my house? Delivery men and outsourced quality technicians. Dozens of phone calls and hours later, countless customer service reps who all passed me off to someone else or gave me other phone numbers to call. I finally received a call from another supervisor who promised me that they were personally sending someone from Macy's warehouse (not US Quality) to come out on a Sunday, August 10th. Sunday came and went. I called and provided my sales check and was told that nothing was scheduled for that day. 3 hours later I got a call saying that I was and that someone should be coming. Nobody ever came. I had finally hit my boiling point and escalated to another supervisor. This person told me "ma'am now don't get excited, I don't know what else to tell you but to reschedule". REALLY? I informed her that I would hire someone from Craig's List to put the bed together and send them the bill.

24 hours later and I had someone in my house putting my bed together for $75 and it took 25 minutes. Macy's took every possible route to discourage me from returning the furniture yet did not rectify the situation in any way.

To top it off, when I called today to speak to yet another manager I told them that I would no longer be shopping at Macy's and that what they had offered me simply was not enough to make up for the headache of this order. He apologized and said he was sorry to hear that. That's it. I then asked him for his corporate phone number and he said he could provide me an address. I asked him for a phone number for his legal department and he said he did not have one. I then asked to be transferred to someone who did and he said "nobody here knows that information". If someone truly works for a corporation's call center and has no idea how to contact HQ or legal, I am seriously worried.

In the end, a 10% off sale and "free" shipping (apparently this was a big deal, but I am not sure why when wayfair.com offers free shipping on orders over $50 plus amazing customer service) was not enough to drag me back to Macy's for any sale. I'll continue to post this information in consumer forums and hope that everyone listens to my advice to look elsewhere for furniture. I'll also be cancelling my Macy's credit card.

Location: Los Angeles, California

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Guest

My bed is being delivered tomorrow, I hope I don't have the same problem.

MattD78

Macy's is under no obligation to pay for someone you got from Craigslist to put the bed together. In fact this can be cause for them to cancel any warranty on the bed since it was put together by an outside source that they have no way to know the quality of work. So if say a bolt comes lose and the bed partially collapses and breaks and you try to get Macy's to repair/replace the bed with a warranty they will say the bed was put together by a third party and therefor the bed is no longer covered under warranty.

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