Macy's Furniture Gallery — Local services in Columbus

Sales guy was misleading and seemingly unaware of their own process for buying a couch. Went in to order a custom couch, he was excited to say "you only have to put 25% down now and the rest you'll pay once the couch is built". Okay, cool. Get up to the register. He says "Oh, by the way, we require the rest of the payment in full right now to ensure you have the funds." Okay, fine, I was expecting to pay the full price here today anyways. Weird that you'd wait until I'm putting my card in the reader to give me new details on your process though. "Also, it needs to be from a checking account" Whatever, sounds good. "It's just a temporary hold for Macys to make sure you can pay for the full couch once it's built." Yeah, that makes sense. "The charge will return to your account in 24 hours, but be sure you have enough money in the account roughly the first of the month every month until the couch is built". Uh, okay. I know how holds work, but that seems like a pretty strange business strategy. I'm writing this now two weeks later and the held funds never returned to my account. Again, that's fine, I was planning on paying for the couch in full. But don't tell me information if you're not 100% sure about it. It makes a (probably) normal process seem sketchy. Couch isn't even built yet, but based on the other recent google reviews, I'm now not very confident in the next parts of the process. Quality of the couch aside, shipping and delivery issues seem to be a theme for other people. I'll amend this review once (if) the couch shows up...

Do NOT ever ever ever EVERRRRRRR order furniture from Macy’s. We have had the worst experience with them. Ordered an all brown leather sectional first week of October. Was supposed to be delivered October 26th. Delivery date gets pushed back to the week of Christmas. Annoying, but ok. Gets delivered. All of the couch is correct, except the left arm piece on the end gets delivered white and the rest brown. Also our console piece was completely not with the order at all, which had to be delivered at a later date. Called them, they said the earliest they could get us a replacement for the end piece was March. Fast forward to today, end of APRIL. End piece gets delivered. It’s brown.. but now it’s the WRONG ARM. Nothing like spending good money on a couch that is a giant eye sore.

It will most likely be the end of the year before they can get us a replacement on this. They’ve been at our house 3 times and still can’t get it right. Save yourself a major headache and take your business elsewhere!

Update: talked to a manager today, nothing she could do to make this situation any better. No one at this store cares about your business. I told them I want my money back for the whole thing and set up for them to come pick it up. They would rather take a giant L on the whole thing then to accommodate you to keep your business. Went to Big Sandy today and found an awesome furniture set that will be here IN TWO DAYS. I will never shop at Macy’s for ANYTHING...

As of right now I am giving them a 1 star. We "purchased" a sectional couch almost a month ago. We selected a 5 piece. When we took the brochure with all the dimensions home we decided the 4 piece was a better fit. We called our sales person back and they said it wasn't a problem, to reject one piece and we would get a credit back. Seemed easy enough. As of today, again, almost a month, I was told they have no idea when our couch will be in their Chicago warehouse. They are currently blaming the manufacturer for not operating at full capacity. I am going to give them a bit more time, but my wife and I are close to cancelling the order and going elsewhere.

UPDATE:

I will update from 1 star to 3 stars due to Craigs prompt customer service. I talked to Craig about when we may get our sectional. Craig said he would try and locate it in order to get a more concrete date. Craig gave me that concrete date. Because we were rejecting the one piece that was actually missing, Craig called their customer service and they rejected that piece for me. As a result the delivery was scheduled. The only draw back was that we technically purchased the couch on May 19, we won't have it delivered until July 16th. I am very pleased with Craigs prompt service, however, Macys should find a way to ensure delivery in a more...