Macy's — Local services in Milwaukie

Very upset with recent experience with furniture delivery.

I bought a couch at Macy's home store about 3 weeks ago. I was very happy with the customer service I received while purchasing the couch. I paid a delivery fee and set up the delivery for the day of my move in to my new home on 3/19. I was super excited to have my beautiful new couch in my new home on my move in day.

The day before it was to be delivered, I received an email for a time slot of when the couch should be delivered, between 7:30am-9:30am. The morning of what should have been delivery day, I received a phone call at 7am from the delivery man saying he was 5 minutes away from my new house and wanted to deliver it. I told him it would be too early, it was 25 minutes before the scheduled time slot I was told in the email. I also wouldn't be receiving my keys to the place until 7:30am. I asked him to wait until 7:30am and he said he could not do that. I asked if they could deliver the next day instead and he said "sure, let me have the dispatcher call you to set up a new delivery time." The dispatcher called me a few minutes later and I explained the situation. I asked if the couch could be delivered the next day and she said, "no." Not let me see what else is available, she just said no. When I explained the delivery man told me he could, her response was "well, he's just a delivery guy he doesn't know" and when I asked why she couldn't help me her response was "well I'm just a dispatcher I don't know." I ended up hanging up because she was so rude and didn't help me whatsoever.

I ended up calling the delivery customer service line later and spoke to someone else, and she offered me a delivery date of March 27th, which was 8 days away. I asked if the couch could be delivered the next day (the 19th). She put me on hold for 30 minutes so she could find a manager to make sure it could be delivered the next day. She got back on the phone and assured me they could deliver it on the 19th and that I should be received an email or phone call that evening with the delivery time. I never received an email or phone call and the couch never came the next day so I called them again but couldn't get through to someone to help me, it would only let me use the automated system. So I set up a delivery time for this Saturday 3/23 on the automated system. If 3/23 was available, why did the woman on the phone say the next day available was 3/27?? I should be received an email or phone call today to give me the delivery time for tomorrow. I'm not going to get my hopes up.

Oh, don't for get, I paid a delivery fee to not have it delivered on the arranged day and time and now its a huge hassle to get it rescheduled?? Absolutely ridiculous. I've already told my family and friends to not use delivery with Macy's. I wanted to buy the matching chair to my sofa but I won't...

This review is directed to Macy's Online Service Center. I was locked out of my account, after trying on my own I called the Service Center and to no avail they could not help me either. After six hours over a couple days on the phone, speaking with rep, supervisor and then manager, it was figured out that it was a site wide issue. Finally was told 3-5 days it should be fixed, since it finally was reported. Up to this point, no report had been filed even though I wasn't the only one reporting this issue. It was a nightmare and I finally demanded to speak to a manager when the supervisor suggested to me that I create a new email and recreate my Macy's online access. I have had the same email for 25 years and was not going to create a new one. I contacted the Manager at Clackamas Town Center, she responded quickly and was going to forward the situation to the Corporate HQ. Well, I finally can access my account, was never contacted to see if the problem was resolved. I have also not heard from Macy's in any form over this entire issue even though the Manager at Town Center said I should hear something in a few days up to a week. Well it has been three weeks plus since this started. I got stuck with an issue in a large corporation that does not care about it's long standing customer that spent a lot of dollars with them. Customer Service is hard to find these days and I am tired of getting treated poorly (not just Macy's) when I am spending my hard earned money with them. The consumer have very little rights out there these days. Not happy about it all, Macy's will not be getting business from me unless they at some point contact me. Businesses wonder why they are going out of business... Try improving Customer Service and maybe you big corporations will have to quit...

Mind blowing. Granted, I went in an hour before close, hoping to avoid the crowd but expecting a limited chance of getting help with a suit. I also know covid has made things rough. But I also expect to at least be acknowledged for existing. I had to chase the clerk down, who was then willing to point out the obvious to me (that the jacket I was looking at was charcoal grey, which is what I wanted). Then she disappeared. I had to interrupt her from counting the till to find out when I might be able to get reasonable help. She told me "in the morning," which doesn't fit my schedule. I tried on 2 jackets, both were great, but couldn't try on any pants because the fitting rooms were blocked by huge tracks of clothes so I couldn't fend for myself either. A clerk from another department was able to tell me more specifically when i could get help, but it would be the same lady, so, no. The woman at the fragrance counter was more willing to help as I walked by than the lady in the suit department. The store was wrecked, and I'm being actively ignored. If I were the stealing kind, it was a perfect opportunity, but I'm not. Instead, the very easy $350 that was trying to jump out of my wallet, which they could have added to the till, left with me. Here's a suggestion if you're too busy to help someone or their timing is bad: acknowledge they exist, provide some basic directions toward what the came for, and tell them when they can get decent help. You don't have to apologize for the reality of the situation, just provide the bare minimum of customer acknowledgement and help. I also had to put something in my ears to block out the insidious, vapid top 40 bs music that was just a little too loud to think over, in order to not pass to the next level of...