I purchased a "Worry No More Warranty" (7 year) on a complete sofa set and ottoman. The cushions tore on the back where the backing met leather and when I called in to report it and get service, they refused to honor this warranty since it needed to be reported within 10 days of noticing the tear (I had noticed the tears about a year previously and just hadn't gotten around to reporting it since it was on the back of the cushions).
They were incredibly rude with me and said that I just needed to read the fine print of the "legally binding" warranty. I was never told when I bought the sofa and warranty that there was such a small window of time to report an issue. This is such a rip off! They spent an hour on the phone with me getting the details of the issue before telling me that it wouldn't be covered (asking for exactly where the tears were).
Obviously they knew it wouldn't be covered but were just documenting the details for the future. Macy's has just lost a good customer.
I will never walk into their store again! What a major customer service scam!