Macy's Furniture Gallery — Local services in Ross Township

Our experience buying bedroom furniture at Macy's was a nightmare. From the initial day that we bought our furniture, to delivery, there was problem after problem..

1.) We arranged to buy our furniture/mattress with the salesperson and opened a Macy's card as recommended by the salesman. The salesman incorrectly estimated, instead of properly adding up the cost of our merchandise, to request how much credit we would need and requested in insufficient credit card limit. When our purchase was declined, we were unable to increase our credit limit on the card because it was too soon (10 minutes after opening the card). We had to open a second charge account under my name to have two credit cards with Macy's to have sufficient credit to make the purchase.

2.) The furniture we ordered was a collection that is not kept in stock, so we anticipated it would take a long time to come in. However, when it finally arrived 3 months later, only parts of our order arrived, the other parts were missing. No one at Macy's could locate our bed frame or explain where it was. We spent 2 weeks making phone calls back and forth trying to locate the remainder of our furniture, and when it was still lost, we asked them to hold our mattress until the bed frame arrived, since we did not have a king size bed frame to start, they told us we should have the mattress delivered and sleep on it on the floor.

3.) After several back and forth phone calls regarding our missing furniture over the course of about 2 weeks, we cancelled the entire order and put the money toward a different bedroom set that was in stock. Although everything seemed to be okay with this, until delivery day. We paid $250 for "White Glove Delivery", and our king size bed was put together completely backwards, meaning our headboard was placed at the footboard and vice versa. We know this because of the positioning of our under-bed drawers no longer opened because of the mistake. I realized the mistake 10 minutes after the deliverymen left and called to ask them to return and fix it. They refused and said it was done properly. I was able to find the bed online with the proper picture and it was in fact backwards, which I had to call Macy's and explain repeatedly how the bed was backwards until someone finally walked out onto the floor to see their display furniture set and looked at the bed to understand the mistake. After countless phone calls to Macy's, they offered to send a different furniture team to check our bed and remake it, however, they could not get anyone at our house until the following day. The initial delivery occurred at 10am, and they could not return until the next day.

4.) My husband and father-in-law spent around 4 hours disassembling our king sized bed and putting it back together. Upon disassembly, they found several errors in assembly by the Macy's team. The first was a completely stripped and destroyed screw. Luckily they were able to remove the screw by using a pliers. Additionally, there were 2 actual screws found under the bed on the floor, that the assembly man must have dropped and never picked up or placed into the bed frame where they belonged.

5.) I called customer service to see what could be done about the $250 we spent to have our furniture delivered and assembled, which turned out to be more of a problem then if we did it ourselves, and all they could offer us was a $50 rebate.

I gave this review 2 stars because the employees at Macy's were always very nice, but the organization and structure of this store is terrible. Needless to say, I would not recommend buying furniture...

I have had the same microfiber sectional couch for over 5 years from Ashley Furniture and it is in excellent condition. When we moved into our new home the couch did not fit with the layout so we looked for two months for a new couch and ended up going with Macy's because the sales person told us we could change the fabric to microfiber (because the display couch fabric was described to us like sweat her material where it would fray and get fuzzy). So we spent the extra money to get the 'better'/'more durable' fabric...

After two weeks of having it, it started to fray. Upset I called Macy's and they sent someone out to inspect it. Macy's agreed to take it back HOWEVER with a $250 fee and the $450 deposit and other payments made would not be reimbursed.

I cannot believe that after being misled by the Macy's sales person, who is suppose to be knowledgable in fabrics, that Macy's would not take ownership in their error and make things right. I am very disappointed in how this entire situation was handled and will never buy anything again from Macy's Furniture. I could have saved ~$1000 on my purchase if I went with the material that came with the couch instead of buying material that I was told would NOT fray and would hold up (the threads are coming out). I never thought I would spend my days trimming my couch and covering it up... It's extremly poor quality and makes the couch look cheap as hell. The way it's going now this couch won't last a year and we barley (literally) use the thing because we are afraid to use it.

You should be ashamed of yourself Macy's for misleading your customers and not...

DO NOT SHOP AT MACY'S FURNITURE - DELAYS IN DELIVERIES OF 9+ MONTHS

We ordered a couch from this store for our living room and it has been delayed month over month for 9 months. We ordered the couch in December 2021 and we still have no idea when it will be delivered!

We've been unable to plan events or entertain friends and family at our house and we're beginning to lose all faith that our order will be delivered by the dates stated in the automated delay notices that we continue to receive each month.

Macy's Customer Service has been no help. We understand that delays come from the manufacturer and that Macy's is not directly responsible for the delays in the supply chain; however, this is Macy's vendor that Macy's chooses to do business with and Macy's is doing nothing to help their customers.

This experience with Macy's has been unacceptable and nothing short of disappointing to this point. We could not recommend anyone to shop at Macy's Furniture in fear that they would have a similar customer experience...