Macy's Furniture Gallery — Attraction in Clearwater

I will NEVER order furniture from Macy's again and, unfortunately, it started with this specific furniture gallery.

My husband and I went into this furniture gallery February 17th to order a couch. We knew exactly which couch, what color, and what arrangement we wanted. We saw it in San Diego and were waiting to PCS before ordering the couch for our new home (we're an active duty Marine Corps family). We walked in, talked with a sales associate (I think his name was Glen?), grabbed the paper with all the layouts, and headed over to the counter to make our purchase. We were clear which side we wanted the couch on and which one we wanted the chaise on. We explained we wanted the opposite sides as the floor model and also pointed to the picture of the layout so there was no miscommunication.

Our couch was delivered February 28th and come to find out the sales associate placed the order for the wrong sides. That was delivery #1. I called the furniture gallery and spoke with the manager who said he had to cancel the order and place a whole new one for the correct sides. Delivery #2 - March 8th - Guys come to pick up the couch and do not have a couch to replace it. Delivery #3 - March 13th - I make sure to call Customer Service in the morning to verify that they're actually bringing me a couch this time not just trying to pick one up. They confirm the couch is on the truck out for delivery. Plot twist - it wasn't on the truck. Again, the delivery men show up only to pick up a couch. Delivery #4 - March 18th - I get a call the morning of delivery from someone names Candy at the Miami warehouse saying the pieces of my couch still aren't in and won't be delivered today. Delivery #5 - March 29th - FINALLY the correct couch was delivered.

So 6 weeks later, after 5 delivery dates, and multiple calls to customer service I finally got the correct couch. I spoke with a manager who said she was sorry and that she now sees areas where her customer service agents clearly need more training and that they dropped the ball on my order multiple times. Such a frustrating experience.

Unfortunately, it all started with this gallery not placing the correct order. I mean we pointed at the picture of the layout on the paper... we couldn't have made it clearer which...

Not a great experience to be had here. The salesman (Frank) seemed hurried/bothered to get me in and out. To be fair, he answered the questions about items I pointed out but did not walk me around the store.

Next issue was the purchase. It took two weeks for my items as their warehouse is located in Miami. If they don't have it there, they ship from New Jersey to Miami and the delivery time goes up from there.

I was advised not to refuse and damaged items as they would send someone to address the damages to correct them or replace them. My foot board arrived with the paint scuffed down to the primer, the paint is cracked on the bed rails and there are two knicks in the paint surface on the dresser top.

I have not yet removed tags as I was pretty sure Macy's would do the right thing and exchange them after inspection. Here's the problem... the company they sent was supposed to call before to give me a window. The didn't call, so I called them. A recording came on and said I would receive a call between 5 and 8PM the night before. I hung onto my phone with a king fu grip that evening. No call, no message. The morning of, between 7:30 & 8am while away, I received many missed calls from a tech who advised they had come and gone because I was not there. I returned the call at 8:10 and he said he was in route to the next job. He said I'd have to call back and reschedule.

I called Macy's corporate who was unsympathetic and said I still must deal with this company. I've now had the furniture more than 3 days (because I was told not to refuse it) and they won't take it back. At best they may replace the damaged pieces, at worst I will have to live with a brand new "repaired" $1700 bedroom set.

Buyers beware. After you leave the store, they dont care about you. Actually even in the store, they really dont care about you until you are ready to buy something.

Edit: After working with Macy's corporate we were able to come to a resolution by means of an appearance allowance. But I have to credit corporate for that. Not the location. The sales people are useless after they get your money. I guess these days it is too much too ask for your brand new items...

My husband and I were recently in this store to purchase 2 new bedroom sets, a new living room set and some barstools. This included 2 new top of the line mattresses.

We were greeted by an older gentleman salesman upon entering. We know the drill. He’s who we talk to when we make our purchase cause it’s all commission sales. I liked not being shadowed as I shopped for what I liked. However, when I decided on what I wanted, this salesman was already busy with 2 other customers. Fair enough.

We waited and continued to browse. There were about 4 other customers in the entire store during this time and about 5 salespeople. None of these available salespeople could or would help us after we had waited for an hour to make our purchase. I asked and they said so and so would be with us ASAP. So we waited another 30 minutes while we watched this salesman be directed to new waiting customers in mattresses.

Beyond frustrated, we left without buying and went to Haverty’s where I’m sure we paid more, but at least we were treated as if we mattered. While I don’t like to have a salesperson hover over me while I peruse a store, the complete lack of service was quite off putting and made us leave the store and go elsewhere.

I thought I’d post this review in case the store management actually cares about why they’re not selling as much furniture as their...