Macy's Furniture Gallery — Local services in Sycamore Township

JUST. SAY. NO.I was sold a bed and told that there would be a 75 charge if I needed to return the mattress and get another. Unfortunately the bed I chose completely sucked and I had the worst night sleep ever. I notified them promptly the next day and went back to return the bed and choose another. The 75 turned out to be 85 for the pick up only and there was an additional $202.00 'restocking fee' that I completely was taken by surprise by. I was told that I signed paperwork explaining that. If I had been told straight up exactly what the charge would be I would have still done the same thing and returned it only I wouldn't be pissed and I wouldn't feel deceived. I was also told that I would need to purchase another brand new mattress pad (first one right around 250.00) or they would not honor the 10 year warranty even thought the first one was only used one night! The second one cost even more. The hours of delivery are not customer friendly. You have to commit to staying home the entire day, so that leaves only Saturdays for anyone that works. they notify you at some point the next day. I made my original purchase on July 4. I finally received my other bed July 21. I will have to say that is is comfortable but it smells like rotten eggs (still 48 hours later after airing it and having fans on. It actually stunk up my whole house. When I come in my home I smell my bed. I am told that this is normal and will fade. Oh and after all the ridiculousness about the mattress pad they forgot to deliver one to me! I tried numerous times to get someone to answer at the store. I finally got someone to answer and they transferred me to customer service. The reception was terrible and I couldn't hear them. They agreed to call me back...but didn't so had to repeat the same thing trying to get someone to answer to get back to customer service. They left me on hold but finally told me they would send one out on the 24th. They asked me if I would be willing to stay on the line for a survey. I said yes. I guess they remembered I was unhappy at this point and said...oh never mind, you were not selected for a survey! I will NEVER purchase anything else from Macy's and now I am stuck with their credit card they talked me into getting. HORRIBLE experience. Buyer beware big time! have them write down every charge that you might possibly incur and have them sign it. They are NOT transparent at all. Very nice so you think you can trust them but sneaky...

I don't know where to begin with this NIGHTMARE. Just know that it was 1 1/2 years of the worst customer experience I have ever received. Our couch's frame broke only after 2 1/2 years of owning it which was still in the window to be covered by the worry no more warranty I had purchased. This was just the beginning..... Over the next several months I had a service rep from worry no more come look at the damage and said it was a much longer repair or possibly replacement project and he would submit the report and come back. Nothing happened until I called. The warranty people said frame damage is a manufacturer problem not covered and tossed me over to Macy's customer service. After 4 different phone calls ranging from 30 mins-2 hours I was finally told the parts for my couch were being shipped to me from a warehouse and I would receive it within 30 days. After that time frame lapsed I went into the Macy's Furniture Store here in Kenwood. I met Christine the store manager who was very non-apologetic but did try to get the ball rolling. I was told she would have to call customer service herself and I'm quoting here "I'll just have to keep calling until I find someone who actually wants to help." The managers here seem to have no real power because she herself had to call and deal with the same customer service line I did as the customer. She did however find out that I was lied to and they don't make the parts for my couch anymore so no parts are coming I would need to pick out a new couch. I was told they would cover the cost of my old couch and I would pay the price difference for any new couch I purchase. Long story short after demanding to speak to someone higher up (which never happened and I had to call and follow up on 2-3x I was magically offered my couch's price plus 30% off for my trouble). I honestly should have walked away but I needed a couch. I purchased one. And after two failed deliveries due to damage and then not having the correct paperwork to take my old couch away I finally got a couch. To get my promised money back it took an additional 3-4 phone calls. The only good person in this whole mess has been Scott a salesman there who did more legwork for us and was kinder and better with customer service than any manager we spoke to. Otherwise this has again been the WORST customer experience I have ever received and I will NEVER return...

Very similar experience to a post from another user two weeks ago. I scheduled delivery and was called the day before saying that my delivery was cancelled. The driver still showed up to give me just the warranty on the couch. He literally had a uhaul and went to the back of the uhaul to pull out just the warranty lol Then this morning was my rescheduled delivery date and they only had 4 of the 5 pieces. I was told "someone will call you and the only reason they didn't call before was because it was too early in the morning." I waited about 7 hours and still hadn't received any communication. I called customer service and was asked to describe what piece of the couch I was missing. I tried my best to describe it but we weren't really getting anywhere, as neither of us were sure on the names of the pieces of the couch. I then asked "shouldn't Macy's KNOW which piece I didn't receive?" and was told I would receive an email. Also, after the first cancelled delivery I called the physical kenwood store to speak to a manager who was unavailable at the time and was promised she would call me back. I didn't hear anything at all. When I brought that up to my sales rep today he said "unfortunately she's flakey like that" or something of the sort. LOL what. a. joke. Don't by furniture from here. The salesman even said how bad it's gotten and he's frustrated by it too. Just so unexceptable.

OH ICING ON THE CAKE -- when we were in the store months ago picking out the couch we witnessed the store manager yelling (and I mean yelling) at a poor teenage kid who worked for some exterminating company. She was grilling this poor kid on why they were still having mice issues and it was clear that this kid's job was just to lay traps. She shouldn't be berating a young kid (especially not in front of customers) like that. I was close to intervening at the time but I could tell the kid just wanted out of there. Super unprofessional. That manager needs to go. Also...