Macy's Furniture Gallery — Local services in Tigard

Our initial couch buying process was great. Susan was very helpful and we got the couch ordered. We were told it would take 10-12 weeks because it was a custom fabric. We got an email 4 weeks later saying our couch was ready! We were very excited to get it so fast. We scheduled our delivery. We got confirmation emails as well as texts saying our couch would be delivered between 11am-1pm and they would call us when they were on their way. My husband took the day off to be home to get the couch. On the morning of I tracked the shipment and it said it's estimated ETA was 12:30pm. Around 11am I tracked the shipment again and it now said 2:30pm well outside the 2 hour time frame, but before taking action, I decided to wait it out until it got closer to 1pm. At 12:54pm we got a call saying the truck broke down and that we would need to call another number to reschedule. If the truck truly broke down at 12:54pm and they called right away that makes this a slightly different story, however I have a feeling that they knew way earlier in the day and just decided to call right before the 2 hour window ended. So now my husband has taken a day off of work for nothing. When my husband called to reschedule, they said their next available delivery date would be 5 days later... really? 5 days later? Unacceptable. The people who were suppose to get their furniture that day should have first priority of delivery the next day, but nope. My husband was bounced around to 3 different people, one of them being a manager who with the 2 other people agreed that the delivery fee would be waived and they would give him a call back that night to see if they could get couch to us the next day. Not surprising, he never got a call back. I called the next morning to get a confirmation that the delivery fee would be waived and the lady found no record of that anywhere in the documents from the previous calls with my husband. She fortunately waived the delivery fee and emailed me a confirmation of this. My husband was told he could not pick up the merchandise himself because it waived the warranty. Macy's needs to use their own team to do deliveries instead of outsourcing them because there is a lack of communication and no one knows what is going on because so many people are involved. Oh! and to top this all off the representative said if we were to get any additional discounts (she is counting the waived delivery fee as a 10% discount) that exceed 35% it would waive our warranty. What sense does that make? If Macy's or their outsourcing team is screwing up so bad that I need 35% worth of discounts, my warranty should be the same. I haven't screwed up, they have. Needless to say, I will not be buying any furniture from...

My wife and I have purchased a few pieces of furniture over the last handful of years. Along with each piece we were sold the Worry No More product. My wife recently filed a claim, received terrible customer service, didn't hear back from anyone for over a month, called several times only to have my claim denied on a false technicality. She proceeded to dispute the claim, explaining what happened and how the item was torn. After several weeks of no communication and many unanswered emails, she received another denial stating yet another false technicality. With high hopes that Macy's would be appalled at the level of service she had received - my wife called our local store. She was told that she could only speak to the individual that sold us our furniture. We waited over a week to hear back from her. After no phone call, my wife called again. The rep was mildly dismissive and showed no real sign of empathy; however she said she would escalate our complaint and get back to my wife. After another week of no communication, my wife placed another follow up call. At this time she said she passed the complaint on but the individual was on vacation and she would get back to my wife the following week. My wife spoke for a few minutes regarding her level of frustration regarding the lack of communication and ownership. She became frustrated and they ended the conversation. After 2 weeks, again, no one had reached out. So, my wife place another follow up call intending to collect the contact information for someone in upper management. The same representative answered the phone and had no intent of helping my wife. She was incredibly unprofessional, showed a complete lack of authenticity, would not provide my wife with anyone's contact information and proceeded to hang up on her. Not only is this some of the worst customer service that we have ever experienced, but the sale of this insurance product and consequently the denial of my claim is absolutely consumer fraud and has major traction in the world of class action lawsuits. This situation could have been so easily rectified if just one person took ownership and showed a little bit of empathy. We would have been more than happy to be flexible and work out an agreement that satisfied both my wife and I(the consumers) and Macy's. To say that we are disappointed in the level of service that we have experienced would be a gross understatement. Foolishly, we had faith that our local Macy's store would have actually wanted to rectify the situation and turn a negative...

We ordered a sectional from Macy’s furniture on 5/5/19 and it has been a customer service nightmare. We ordered with the understanding of an 8 week waiting period for delivery.

After waiting 9 weeks we contacted the store asking for an update. We were given the run around for 2 weeks saying once with the response we can’t find it give me 2 more days, once your couch is in a warehouse and they will contact you for delivery. No one contacted us and when we called again there was no record of the issue and they still couldn’t locate the sectional. We waited another few days and finally they scheduled delivery without first consulting is for a time slot.

Here we are over 11 weeks out from ordering and upon arrival the first piece they pull out of the truck is the wrong corner piece of the sectional. The sales person ordered a wedge instead of a corner piece we had a long conversation about would not fit down our basement stairs. we also have photos of the couch we purchased. We had to refuse the order and return all pieces. The saving grace of the experience were the excellent delivery men recommended returning all pieces because the fabrics could be different if you have just the corner piece reordered and delivered.

We called the store and the sales manager offered no help in solving the issue, just reordering the correct couch and waiting another 8 weeks. No I’m sorry, no offer of free delivery or a discount, no rush ordering.

Such poor customer service and problem solving to fix your error when we were patient in the first place and had a sales person who ordered the incorrect pieces. We cancelled our order because who knows if they can even get us another couch in 8 weeks. 6 months for a sectional is ridiculous.

UPDATE 9/23: After our experience this summer the manager of the store contacted us and intervened. She offered us Macy’s money for the mess up and was very accommodating in helping us reordering. We ended up ordering 7/31 and receiving our sectional 4 weeks later. The delivery was seem less with the team on time and doing an exceptional job. Teresa- the store manager helped with the whole process and followed up with us after delivery. All in all we are satisfied with...