Halfway through the transaction 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 (this was now February 19).
A week after April 1st 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 representative. One week before the end of April, on Tuesday, we got the call. 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. 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. 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. I called customer service back the next day 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 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! 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 and didn??t want the old one. 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.
Was this review helpful to you?