Macy's Furniture Gallery — Local services in Lynnwood

This review is about a “Hotel Collection by Aireloom Handmade Coppertech Silver 14.5" Luxury Firm Luxe Top Mattress” I purchased at the Lynnwood, WA Macy’s Furniture Gallery. I purchased this mattress on 2/4/2024. My previous mattress was almost 10 years old and was starting to sag in the center, leading to back discomfort upon waking. I shopped for months for a new mattress, and finally decided on the Hotel Collection Luxe Firm Lux Top in queen size. I spent about 30 straight minutes lying on the display model at Macy’s and found it to be extremely comfortable and it seemed to be keeping my spine in a proper alignment when side-lying. The purchase price was $3057 (before taxes), which is more than I wanted to spend, but if it was going to improve my back pain and sleep quality, the price was worth it to me. I also purchased the queen size bunkie board, as recommended. The sales associate at Macy’s warned me that the mattress I receive will be firmer and will require a couple months to soften to the level of the floor model, so I was expecting a firmer mattress to be delivered a few weeks later. What I received was a SOFTER mattress than the one on display, and it seemed particularly soft in the center. I thought, “Huh, that’s odd”, but decided maybe I’d mis-remembered the firmness level of the display mattress (I hadn’t; I went back to Macy’s later and checked) and figured I’d give it a chance. Over the course of two months I slept horribly, awaking each day with lower back pain so severe I could barely walk, and it’d take hours for the stiffness to relax enough that I could bend forward and tie my shoes properly. When lying on my side, it felt like my back muscles were straining to hold my spine in alignment. I called Macy’s about the issue and they sent someone out to check the mattress. A man came and used a flimsy ruler device, placing it across my mattress, and took some photos. He left a few minutes later and then a Macy’s associate called me to tell me, because there wasn’t at least a 1.5-inch sag underneath the ruler, the mattress was not defective, and that I’d be subject to a 15% restock fee and $99 pickup fee if I choose to return it. I told her that there was nothing wrong with the integrity of the luxe padded topping – that it was the structural integrity of the mattress underneath the puff that had a problem – so of course it wouldn’t show a 1.5-inch sag in the luxe puffy padding after 2-3 months, but she was adamant that the mattress was fine. The man who came to inspect it never laid a hand on the mattress itself. Had he pushed on it or lay on it or sat on the bed, he’d have seen how squishy it was, particularly in the middle. I am furious about this entire experience. They’re coming to get the defective mattress today and I am out $500-600 to return it. All of my living room furniture and bedroom furniture was purchased at Macy’s, but I will NEVER step foot in that place again. Horrible mattress experience, but even worse customer...

DO NOT BUY FURNITURE FROM MACYS AND THEIR FRAUDULENT WORRY NO MORE INSURANCE PLAN. Bought a large sectional and an 8 seater dining table set with chairs from Macys furniture and was forced to buy their worry no more protection plan assuring it would give us "peace of mind" for 5 years, would cover accidental damage, stains, rips etc etc etc and repair or replace it "immediately". Below is the aftermath of the purchase: The leg of the dining bench came off twice and worry no more sent a technician each time to stick it back up with glue....yeah you read that right, just glue it all the way back for it to come off again. We gave up on this one. The sofa part of my sectional had a tear and I have been waiting since July 2023 to get a replacement! Transferred between innumerable worry no more departments to get a simple technician visit that was outsourced to one of their third party vendors and then had to get on calls between worry no more and their third party vendor to know the date of the technician visit and the outcome of the visit. The technician was very unprepared and rude and neither worry no more nor their vendor had any professionalism to let the customer know of their decision. Then made calls to Macys and Worry no More to get information on their sales check for replacement of the sofa. Please notice how none of the business entities have the basic professionalism or courtesy to keep the customer informed! It is March of 2024 and I am still waiting for my sofa! The dining chairs had accidental spills on the same day, one was covered because I didnt try to clean it but other, which I tried to clean was not covered because according to worry no more, it appeared "blotchy". Then why are they giving us solutions to clean fabric? Try talking to Macys furniture customer service and you will be treated to the biggest scam and arrogance of your life - their first line of defence is "you will have to speak to worry no more for their decisions". They have no empathy for what the customer is going through, defend themselves foolishly, are vey delusional because they have no idea of best practices in the industry and claim boisterously that customers wait for years to get their furniture delivered (because Macys is just a middleman) and have no influence with manufacturer or insurance companies on behalf of whom they are selling. They can do nothing for the customer. They dont have the power to even raise a simple escalation to higher authorities. In the digital era, we have to write a "letter" to their PO Box in Ohio to make a complaint or get any resolution!!! Even emails wont work for any complaints! Then at the very least they should stop selling any protection plans because they wash off their hands the moment a sale is made. So yes, from my personal experience and reading those of others, I strongly suggest NOT TO BUY FURNITURE FROM MACYS OR THEIR PHONY...

About a month ago, my wife and I went to Macy's furniture and we purchased a leather chair/ottoman set and a sofa. We received the chair and ottoman first. One of the ottoman legs was cracked and the chair's swivel made a load noise when activated. We called Macy's, they said that an "inspector" would come to our home to check this out. When the inspector showed up, he didn't wear a mask, nor protective covers on his shoes. When I asked him to do so, he appeared to be annoyed and replied that he didn't have either. I had to give him a mask and allow him to enter with his shoes on as he wasn't wearing socks. He determined that the two items were defective and damaged. We were notified that replacements were on the way, the ottoman's leg was again cracked, and after 3 replacements we gave up as each time the legs were cracked. In addition, the delivery company that Macy's used was very unprofessional, one of the delivery persons refused to wear a mask, stating "he didn't have to," he again we felt as if we had no choice but to let them into our home. What made this experience even worse was that while removing one of the pieces of furniture, they scratched my front door. This door is new and it cost us $10k, really that's how much it cost! I read the delivery order Macy's sent us and it states that this is a "White Glove" service, that the door and door jab would be protected, this did not happen. The door has been repaired by the delivery service, not perfect, but decent. We ultimately decided to cancel the order and requested a refund of all monies. We have no confidence in Macy's furniture, though when we purchased our mattress a couple of years ago, from the Bellevue Home Store, that was a positive experience. Macy's should insist on better quality control from its' manufactures and hire a new delivery service. We will not shop at the Macy's Alderwood store ever again. We'd rather pay more, but get better quality...