Macy's — Local services in Upper Merion Township

My review is specifically for Julilanna, the Macy's KOP 3rd Floor Dress Dept. Manager. After a VERY LONG WAIT on the phone to speak to someone in the Macy's Customer Service Dept. about a dress I had purchased previously and was trying to get a coupon to use, I was told the dress I had purchased for $99 was now on sale for $19.76! Huge surprise! The Customer Svc. rep told me to go to the store and return the dress and repurchase it at the discounted price. She wasn't able to make the adjustment over the phone. I was told If the dress didn't come up $19.76 at the store, to call Customer Svc back and she would try to help me further. (Not a great option after waiting for over and hour on Hold, which is a BAD review for Macy's Call-in Customer Service Dept.!) I took the dress to the store and when it was scanned there, it came up $99 again. After I explained my conversation with Macy's Customer Service, the salesperson at the store called the manager for assistance. Enter Julianna! She was so patient, listening to me recount my whole story again. She informed me the dress was still $99 and wasn't even at the "Last Call" racks yet. She wasn't seeing any Sale price for it anywhere. BUT, she told me she would honor the Macy's Customer Svc. rep's price of $19.76 and she refunded me the difference of what I paid for it! I was so very grateful for her kindness! I was told that Julianna manages the entire 3rd Floor Dress Dept., and I wanted to commend her for her kindness and quick action to make sure I walked away a happy customer. She deserves kudos for how she handled...

I try to avoid the KOP Mall, mostly because I don't like crowds, but had to visit Macy's as part of a process to decide on new furniture for our family room. It was in December so it was probably the worst time to visit. Parking was not bad given the circumstances and inside Macy's was as expected. The store gives the feeling of being closed in, as they have merchandise and signs everywhere but I had to go to the lower level, which was less annoying. As it turns out we purchased a couch and loveseat from Macy's that evening. Delivery was a week later and we had an issue with one of the pieces that had to be addressed. The service person they sent initially was a waste of time. We had described the problem and sent pictures in advance of his visit, but he insisted our experience was normal. This was infuriating so I contacted my sales person and customer service. Customer service said they would send out a replacement piece and the issue was resolved to my satisfaction. I will say that the sales person was not so good. She offered assistance with anything I might need and I contacted her twice since placing the order with really no response. I would purchase furniture again from Macy's, but probably make the sales person work harder next time. Not initially but eventually I was very happy with customer support. I gave 3 stars based on the sales person and the initial response from the "technician" that was sent to our house. The guy didn't even sit in the couch.......

Sunday, May 29th 2022 - I purchased all new living room furniture from Macy’s King of Prussia store. While in the store, the representative gave me dates for delivery (pickup was not an option). I chose for delivery on June 2nd. Since I was off for the holiday, I had my old furniture removed on Monday, may 30th. Therefor my home would be without furniture Tuesday and Wednesday. On Wednesday at the end of business day, I called to see what time they would be delivering my furniture, only to be informed that the delivery date had not been scheduled and that “the warehouse was bad at letting customers know this”. Had I not called, I would’ve sat here all day (missing work) without furniture. When I asked to speak to a manager and informed them that my house had already been without furniture for two days, I was told there was nothing they could do and the next available date was Tuesday, June 7th (6 additional days). I have family coming into town this weekend and nowhere for them to sit. The only resolution they could offer was a slight discount that doesn’t even cover the cost of delivery. This is beyond bad business practice, had I been informed that my delivery date (that they offered) was not available - I would have held onto my furniture until closer the actual delivery date. It wouldn’t have been a problem. However, now I’m without furniture and I have company coming with...