Macys Informative - My Experience With Macys Customer Service
LOUISVILLE, KENTUCKY -- My Experience with Macys Furniture Department and Customer Service
The Good the Bad and The Ugly!
2/10/2004-Ticket Number ********
My previous address is *********. This is on the first page of your computer screen my new address is on the second page. I know because I’ve been through this conversation over 20 times.
Well my experience with Macys Customer service and delivery has had its good and bad parts. To start off when I first received the order back in 2004 from Macys it had to be returned due to the fact that somewhere along the way the back of the leather had been cut with a knife. I had already had trouble with the delivery people showing up at all. So then I had to wait for them again to exchange the couch. This time it was correct and they did exchange the couch. Later in July 2007 when the couch broke I discovered the Macys delivery people never put the middle leg on the couch to begin with. Thanks delivery. I loved this couch. You see I’m only 5’2” and I can only touch the floor on so many couches. So sad and hard to find something that fits like the three little bears. (Just a side note the worry no more program you sell to the public has a less than admirable Better Business Bureau Report).
Flash Forward 7/2007-Present my month long venture with getting things fixed.
68159392Ticket number ******* and Ticket Number
A Whirlwind of frustrations brought me to this point that I felt I needed to write a letter. It all started on 7/22/2007 when I noticed the couch frame seemed to be broken on my chocolate leather Natuzzi couch style number 214247/806140/025. Being the person I am and understanding the importance of timeliness I went directly to the Macys store. I had called and left a message prior but did not get a call back until two hours later from the furniture department at which time I was already making the 20 minute drive to talk to someone about what had occurred. Well I got to the store and told me I had to call the 1-800-511-2865 number and there was nothing that they could do. This of course made me infuriated that on a Sunday I could not get a hold of anyone to ease my mind that things would be taken care of. So I went back home to my house to attempt to call Macys customer service.
The first call I did not write down whom I spoke with or what time. I thought things would go fairly smooth. So I did not get a hold of anyone on Sunday because customer service is closed. I then called on Monday the 23rd to set up an appointment for my couch to be looked at. They set me up an appointment for July 30th. I was told I would get a call from someone on the Saturday before confirming the time of the appointment. Well no one called and so I just assumed they forgot and would show up on the 30th of July. Well I did call on Monday morning to get a window of time from the furniture repair department and nothing was set up. So I called customer service again and spoke with Harry. I was disconnected from him and called back. I then spoke with Char at extension 65644 at 9:45 a.m. and was told there was no way to get someone out that day to look at my couch. I had taken off of work that day to wait on the repair people because I did not know what time they were coming. So I was offered a $150 gift card after asking if there was any compensation that I could receive for my troubles.
I was out over $300 in income waiting on something that did not happen. I found out from the customer service department that furniture services 911 forgot to process my work order. They were then rescheduled to come to my house on August 6, 2007 and they were to call with a time. I asked that I be told a time. Charles called me from Furniture Services 911 1-678-947-4272 ext 137 to tell me they would be out at the house between 3:30 and 7:30. Again I took off work in the afternoon to wait. I got a call at 2:30 p.m. from someone at Furniture Services 911 telling me that they could not make it out to the house. I then called Myrna ext 65134 and told her what had been going on. They said that they could come the next day during the day. I tried to call Charles and he never returned a call. Why does Macys only contract with one company that only has 30 employees I’ll never know? They only have one technician for my area. Anyway, after a lot of complaining I got them to come out to the house after 5:30, which is when I get off from work. They did show up this time. Thank God.
The repair guy told me at that point a middle leg had never been installed on the couch and there was a knot in the wood where it broke under one of the seating areas. He told me that it could be fixed. He would order the parts and they would be in around 3 weeks and to call customer service in three days. I called and told them at customer service what had happened with the couch and why it broke.
In the mean time I got a call from Myrna 8/10/2007 saying the couch had been discontinued and that they could not get the parts to fix the couch. She told me that they could only replace the couch itself and not the chair and ottoman. I told her my mom was having breast cancer surgery and asked her how long I had to find something. She told me to take my time and that I would have 30 days. I went to the store and sat on everything. I could only touch the floor on two couches and was upset that I had to find a couch to match the other two pieces. So I called and left a message for Myrna asking her to see if they could special order the couch I already had. I left two messages on 8/13/2007, two messages on 8/14/2007 for Myrna asking about other options. On 8/14/2007 I also spoke to Lamont (at this time the Macys customer service system was down) and he could not tell me anything either about what to do next. On 8/15/2007 I spoke with Liza and left a third message for Myrna. On 8/16/2007 I spoke with Yolanda and left message for Myrna asking them to reorder the couch. By the way when I asked what had been documented in the computer nothing had been documented about the last three days of phone calls trying to get a hold of someone who could explain the return process.
Finally I got a hold of Amy 67808 who told me that it was Macy’s policy to replace the entire set for a manufacturers defect. So then I went back to Macys to look for furniture. She told me I would get a full credit for the entire amount on ticket number 58254130. She told me that Myrna must not be aware of the policy of full replacement for a manufacturers defect. I finally found furniture, which was all right. Nothing any the store stuck out to me like the Natuzzi couch I’d bought before. So I called the customer service number on 8/21/2007 just to find out the process of things after going to Macys at lunch to find the gentleman I had been working with was not coming into work until a half hour after the time I had on his card. Michael Crow from Macy’s Louisville took the time to look everything up for me and was very helpful. I ordered new furniture to be delivered on August 30, 2007. I had to open another Macy’s account in order to get my credit, which I was told would be in the store. This was very frustrating and I can’t believe a company would make a customer do something like this in order to receive credit for bad merchandise. Yes I had an account before and it has been cancelled for three years.
Anyway I call customer service again today and spoke with Marisa who was very helpful 8/22/2007 to give them my account number and have the credit be placed on my account. I will not get the credit until the 30th of July (I hope this actually happens). I’m looking forward for this month long process to be over. The new ticket number is ********. I hope this furniture is of better quality. While I was writing this I finally got a phone call back from Amy who I called yesterday. Someone else called to help me because as she told me Amy does not have time to get back with me. This was at 1:14 p.m. today 8/22/2007. That makes me feel important. I’m glad I went ahead and took care of everything myself by calling until I got someone who could help me.
I’m praying and have my fingers crossed to not have the delivery, repair, and service experiences for the remainder of my business relationship with Macys. I hope that in the future Macys finds a better way to integrate all customer service aspects of the furniture department to make it more efficient. Education of all staff at all levels is key on policies and procedures. Thanks for your time and I really hope this gets some attention. I would hate other customers to have the same experience I have had. Oh, by the way while I was waiting to reorder all of my furniture another customer came in and complained that she never got her confirmation phone call for the delivery for her furniture. Lord help us all!
Misty I. Jensen
Macy’s Customer (Probably not in the furniture department again)
It’s almost October now and I’m still going. My first couch was delivered with nicks on the leather and scratches on the wood. I called for a replacement. It arrived a long time later and this one is worse off than the first. It looked alright in the drive way but upon getting it in the house I discovered loose threading, nicks in the leather, more scratches on the wood than last time. I’m sick and tired of waiting on people from Macys to exchange the couch so I asked just to have a repair person sent. They will be coming out on October the 8th. This is the earliest they could get there so I would not have to take off anymore work. I quit taking names because it really doesn’t matter anymore. I hope they can repair the couch but I feel like I should be given back some of the money on the couch for keeping the damaged one. I’m sure nothing will be done about this because I already sent a letter to the corporate headquarters. It is not the delivery people doing this it has to be happening in manufacturing.
Quality Control does not seem to be doing their job. I received a phone call for another exchange and they told me that I should call customer service and ask them for part of my money back. I did and they offered me $250 that barely covers the cost of the warranty which will be voided. They offered this on top of the $105 gift card that I was given to spend more time waiting on someone to come to my house to look at the furniture. I did not accept because I don’t think that they will be able to fix the couch.
Getting more jaded with Macys by the day,
Update- Macys came out to the house repaired the $2600 couch and is having to send four new legs to me for the couch because they were all broken. Ahh.. quality! You can’t ask for more. Macys headquarters has not responded and I never spoke with the manager from the store who attempted to contact me we played phone tag for three weeks. Well I’m now stuck with a $2600 couch that was not showroom quality when I got it. Still waiting on the legs to the couch. I’ll update when I know more.