While this started in February, it's still ongoing in December! It's long, but the details are needed to show the ridiculousness of this "experience" with Macy's.
2/25: Ordered the Camden Heights Dining Room Table, 6 chairs, and the credenza at the Easton Macys for $4,054.04 which includes White Glove Service.
We were told the delivery date would be texted to us.
03/28: Delivery Day. The credenza was assembled, 6 chairs arrived assembled, table came with NO hardware. That crew advised the office and they gave us a call. We were told it would take 24-72 hours for someone to call us.
So, in the middle of the floor were table parts, a credenza against one wall, and 6 chairs lined up the other.
03/28: We emailed Timothy Kuhlman the salesman at Easton and let him know what happened.
03/29: He emailed us back and said he would talk to his manager, Jonny Featherson about it.
03/29: Called customer service. We will escalate this. Heres a $266 refund. Thanks, but we just want the table.
03/30: Still no call about delivery.
No responses from anyone.
03/31: We call Customer Service again. We will escalate this. Sorry for the inconvenience.
04/01: We call Easton again. We will get back with you after we call customer service.
04/01: We IM Jackie Amann, Director of Customer Services via LinkedIn.
No response to this very day.
04/01: We IM Tony Springs, President and CEO-Elect. He responds the same day. Will have furniture customer service review and respond. Apologies for your experience.
04/01: Ursuala Eager advised via LinkedIn that Mr.
Springs made her aware of the situation and the sales team she partnered with would be able to assist.
04/03: Recd a call from Sharon Walter who advised the hardware was going to be shipped to us and would email the tracking.
04/03: Jonny Featherson called back and said he would come to our house and set up the table as soon as the hardware came in.
04/04: Got an email from Sharon with tracking.
04/07: Jonny arrives and gives us Macys Customer Accommodation Coupons. He begins to assemble the table only to find the base of the table does NOT fit; its the wrong base. He takes the table back to the store and gives us 3 options: 1. Take the floor model for free.
(This floor model had been out there for AT LEAST 2 years; brand new chairs and credenza with a used table? No thank you. 2. Order a new table at 50% off to be delivered May 9th or 3.
Call Customer Service and have them pick up the credenza and chairs and return it all.
04/10: Advised Jonny wed take Option 2.
04/11: We emailed Sharon Walter and advised her what happened.
04/14: Sharon Walter emails us back and refunds us the original delivery of $321.43 and said she would do what she could to make sure the next delivery was correct.
05/08: Reached out to Jonny to advise we had not received any calls about delivery. He said he would call us tomorrow.
05/09: Jonny called and advised the table isnt even at the warehouse and it isnt expected to be until June 13th and THEN a delivery date would be provided. Also found out that all those Macys rewards we earned from the sale of the set were in the negative.
05/09: emailed Sharon Walter and advised her what happened.
05/09: IMd Tony Springs again; no reply to this very day.
05/09: Recd an email from Sharon Walter: I was under the impression the table had been assembled and all was good. I will check on this and get back to you tomorrow.
How in the world she thought that is beyond me except she never bothered to read the email we sent on 04/11.
05/11: Sharon Walter emails us back and blames it all on a system error and asked how wed like to proceed.
05/16: We advise we will give Macys another chance.
05/28: We receive a text message from Macys: Visit macys-delivery.com to schedule delivery for your order.
And they provide a sales order number. It doesnt work. So we decided to try again the next day and still nothing.
05/31: email Sharon Walter to advise of the text. She isnt sure what it is and says she sent a request to confirm that it is a new unopened tabletop.
I dont even know what the means because it being new or used shouldnt have even been a factor IF she had read the emails sent to her to keep her apprised with what was going on.
Now somewhere in all of this Jonny Featherson checked out. He no longer had a dog in the fight.
06/04: We went to Macys at Easton to shop. Literally crossed paths with this man and eye contact with us BOTH, he looked at us, and kept it moving. This man was in my house, so I know he knows exactly who we were.
My fiancé wanted to go over and talk to someone in the furniture dept anyway. I didnt because I have absolutely no energy or desire to say anything nice. But whomever he talked to said he would tell Jonny when he returned, and he would give us a call to see if he had a delivery date.
Needless to say, we never got a call.
06/05: Reach out to Sharon Walter AGAIN since nobody has bothered to get back with us. She emails back and says she reached out to the warehouse and confirmed the new tabletop is included.
(Thats what this whole thing was about, but ok.) The warehouse advised they would inspect the pieces before loading them on the truck with a delivery date of 06/09.
06/05: We confirm that date will work.
06/09: The table arrives. Wrong base and holes in the legs and tabletop would not line up with the holes in the other piece AND the base was a completely different color then the rest of the table.
We immediately emailed Sharon Walter and said we are done. We had them take the table back.
06/09: We followed it up with a phone call; got her voicemail and left a message, she called back and told us Macys never had any issues with this manufacturer before and pretty much blamed it on them. Not the warehouse for not doing what they said she told us they were going to do, which was check the table.
We got a sales order number to have them come and get the 6 chairs and the credenza and get it all off the charge card.
I decided to reach out to the manufacturer, Legacy Classic Furniture to give me their side of the story. They never responded. I looked at their reviews online. They have 1/5 stars with the Better Business Bureau.
They have 1 star because you have to give them at least one in order to submit a review. The reviews speak for themselves. Why Macys didnt bother to review them before going into a partnership with them and present their products to their customers is beyond me.
I blame Macys 100%. It started with them and ended with them.
From the CEO all the way to the warehouse, it has been a complete cluster. I do NOT recommend Macys Furniture to anyone.
I do NOT have anything good to say about the supposed escalations or communication. If you cant pick it up in your hands, purchase it in the store, and bring it home yourself, then proceed with caution.
To this very day December 26,2023, we still show the promotional balance on our card with interest ready to hit our card in April 2024 and every single piece has been returned. We called and were transferred from one rude person to the next who told us to call Macy's Furniture who said we can't help and then transferred us to Bloomingdale's credit and finally BACK to Macy's credit.
We really thought the issue had been fixed.
To add insult to all of the injuries, our Star Rewards are so in the rears, it will take all of next year and then some to get back in the positive balance. It's been a total nightmare and too much time has been wasted on furniture we don't even have anymore.
Macys has made a turn for the worst across the board in all departments and is on the decline.
Do better? They simply do not want to.