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August 2023 by Hillary Gentry
Status: Just DeliveredThis review is strictly about the sales and delivery team - not the durability of the furniture or any warranty/worry no more claims.We had an amazing experience purchasing this couch. It was so nice being able to go into the store and test out the couches - there are very very few showrooms like this anymore. I am not the type to risk making such a big purchase online based on reviews and some swatches. The sales team on-site were helpful and informative, but not pushy. We had a smaller than normal space to work with, and they showed us several options that would work. Ultimately we decided to go with a customizable sectional which made our delivery a little longer than we had hoped, but we understood why that was the case.There was a moment of panic where the delivery date was listed as being postponed, but it ended up coming on time. It seems like the sales people aren't really set up for success and there is a bit of miscommunication internally. With all that being said, our sales person, Peggy, was amazing and continued to keep us updated on the status of our couch.Delivery was quick and seamless. The gentlemen that delivered the couch were kind and professional. The white glover service was worth the additional fees - they unpackaged the couch and removed all shipping materials from the property.I will update the review if we have any issues, but as of right now I could not be happier about this purchase!
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July 2023 by Velma Jo Crow
I love Macy! It has high class value with reasonable prices!!I have brought all kinds of things at Macy!! Macy satisfied my life style!Keep the good work up Macy ? @
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May 2023 by AltaG, R.
I was in need of a new set of Queen size mattress. Daniel helped me out in the "selection process " of it all making sure that I knew just what I was looking for, & making sure that I would not go over my budget! Yet that all of my medical needs would be met for a restful night sleep, since I have severe back spasms and issues!Well I now have a wonderful Hotel's Collection, that fits me just right! I feel like Goldielock, "it feel just right"!Say perrrfection for the White Glove service for the delivery!!! They were GREAT!!!
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April 2023 by Jessica Zaccagnini Godshalk
Overall I have been happy with my furniture purchases but do not purchase a WorryNoMore plan. I purchased furniture in 2016 and tried to submit 2 claims under my plan which were denied. I am now trying to apply for the Great Giveback program to hopefully get a voucher since the warranty was never used and it has been really difficult. I submitted for my voucher 3 times and never got a confirmation email which one person said was okay and one person said that means that Macy's never received my application. When I call the warranty department, there is no record of me submitting anything. I have been given a ton of conflicting information and most recently I was told to contact Macy's directly for help. I called Macy's and they sent me back to the WorryNoMore warranty department for assistance. If I end up getting this voucher I will be shocked. I am so glad I did not purchase a WorryNoMore plan for my most recent furniture purchase after been assured things have improved recently--terrible customer service.
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January 2023 by Joel Haaff
Macy's furniture store is awful and absolutely don't not recommend buying from them. The products do not wear well, the customer service is terrible, and good luck getting the warranty to cover anything on the product.We purchased one of their most recommended couches from them back in 2020. Within two years of the purchase the couch is extremely uncomfortable. Feathers are constantly coming out of the cushions and pillows. The wood supports creak loudly anytime someone gets up or down. There is almost no support to the cushions anymore because all the feathers and foam are coming out.It took a week for customer service to find our order because the sales team didn't enter it into the system correctly. Once found, we had to open a claim with the warranty group. After FOUR WEEKS they told us that this was "normal" wear and isn't covered. Save your money and go somewhere else.
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December 2022 by Taylor Peavley
This macys is trash. I’ve had my credit card for 12 years and Scott Radcliffe was so rude that I closed my credit card account and refused to ever spend more money at this store. I feel discriminated against because I am the joint user on an account with my husband to be told I can’t spend money that’s mine is illegal.
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December 2022 by Taylor Jones
I have shopped at macys for years and I went into this store and was treated like trash the entire time by Scott. The entire time he scoffed and had an attitude like he either didn’t want to be here or didn’t think I could be shopping with them. Most people go out of their way to get the sale and he chose to not even want to assist us and made comments about did I know how much something was and acted like he was walking on egg shells while talking about products with me and just talking about pricing like I couldn’t afford to even be at that store… big mistake!
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December 2022 by Sean Lindsey
Absolutely the worst customer experience ever I will never step foot in this store again. They tell you one thing on the phone then when you get in store tell you the complete opposite. Wasted a 45 minute drive for themTo be rude and inconsiderate
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October 2022 by Richard Weiner
Great furniture store but waiting for many items to be restocked.
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September 2022 by Leslie N.
Fantastic salesperson! Good experience in store, however phoning with a problem or question is awful. I never spoke to a person. I called so many extensions and numbers etc. I was inquiring about delivery date. It apparently did not take, on the website. I even attempted messaging on FB. It didnt work. Finally, after an hr, i spoke to a human. I also then found out next delivery date is two weeks from now. I also have to use a full day off since they dont even have any windows of time, such as morning and night. Long story short. Great experience in store, but zero help outside. I called two stores directly, attempted FB, and tried for help at website... nothing but more frustration.
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August 2022 by Matt M
Delivery took an additional 2 months past the already 8 month lead time. Furniture was delivered damage and without chairs to go with the table. Delivery was NOT “white glove” delivery nor did they ask for a signature to accept delivery. They simply set up and left before I had a chance to inspect. Support via chat and phone was rude and did not resolve. I now have a table with no chairs. Buyer beware.
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August 2022 by Bre Sexton
Literally would give a - 1 if possible. We have been waiting over a year for our dining room table. They call back in may and say that they have the base of the table in but not the top and tried to set up delivery for just the base. Since i cannot do anything without the top to a table i asked them to wait and deliver everything together when it is ALL in. They said it was not a problem and that everything should be in in July.THEN! they start charging me for the table that they never delivered and basically accused me of lying about not receiving it until it was finally taken care of and charges / late fees were disputed from my card months later. (Their customer service was absolutely horrible and so rude i was in disbelief)So i called today (august 1) and the table base and 2 chairs were canceled! So basically they were charging me for an order that they canceled without my permission and now i am still without a table over a year later. They said all they can do is re order the table.Basically this was the worst experience I’ve ever had. 0/10 do NOT recommend
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August 2022 by Jason C.
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 to this store.
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May 2022 by Kirsten Brandenburg
Our movers broke our mattress, so had no choice but to buy a new one. We liked the convenience of being able to try out mattresses in a storefront before purchasing, so we ordered a Casper hybrid after checking them all out at the Kenwood Macy's store. We were told it would be 4 weeks for delivery. Not ideal, but we understand the supply chain and labor issues right now, so we were somewhat ok with it. 4 weeks pass, no mattress. I called customer service, and the mattress wasn't scheduled to arrive in their warehouse for another 2 weeks. Those 2 weeks pass, no mattress. I called again, and was told the warehouse has 7 business days to "check in" the mattress, because there are "huge stacks of them they have to scan". 9 business days later, I call again. The agent had no idea where are mattress was so she wanted to contact Casper and call us back within 3 business days. By this point we had been sleeping on a broken mattress for 2 months. I wasn't willing to wait any longer and canceled the order. I ordered direct from Casper (For $400 cheaper!) on a Thursday, and it was delivered the following Monday. Clearly, the delay was entirely a Macy's issue.
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April 2022 by Amy S.
I wanted to post an update to my review. With the help of an Escalation Manager, we did finally get our sectional. We really love our new sofa! The delivery crew that came out on the 4th attempt was wonderful (& apparently had recently been hired - previously worked for Morris). I know Macy's was really struggling to get good people hired for delivery in our area, which is a widespread issue across the U.S. right now...employers can't hire enough quality employees. I just wish I hadn't had to spend so many hours on the phone with Macy's Customer Service trying to get it here. (You shouldn't have to wait so long on customer service line to speak to a Manager when you're experiencing a significant problem.) It really is a great piece of furniture and the perfect leather sectional for our family room. So glad it finally got delivered! Great beautiful piece at a great price (about 1/2!) as compared to comparable leather sectionals at Pottery Barn and others.