Macy's East Complaint - Furniture Department
SOUTHFIELD, MICHIGAN -- Let me first say that I am not one to normally complain. However, Macy's furniture department beginning with their advertisement to their employees knowledge and competence are just, well...ridiculous.
My 75 year old mother saw an ad in this weeks Detroit News for a leather recliner on sale. She went to Macy's at The Southland Mall where the chair was actually displayed and was told they did not stock the chair but The Macy's at Northland and Oakland Malls both did. The following day, I drove 45 miles in my truck to my mother's house and then drove another 20 to Northland Mall. First of all the furniture dept. almost appeared as if it was closed due to the absence of anyone around. Seriously, without embellishment someone dishonest could actually walk out with a room full of furniture from the showroom and no one would even know it.
When we finally found a salesman we also ran into a retired couple who were interested in the same chair. They had originally gone to Macy's at Twelve Oaks Mall and were also told they had to go to either Northland or Oakland to get the chair. The salesman upon hearing this began a rant and said how those sales people are incompetent and don't know the facts (nice image for the store). This response was due to the fact that actually none of the stores stock furniture. Even though the ad says "In Stock". The warehouse is in Ohio and even if you were willing to drive there, customers cannot pick anything up there. Just to get the chair to one of their stores it would be $15 !!! This is crazy!
So the advertised sale price of $ 599 should actually be $ 614. Let alone that this practice is just wrong and actually false advertisement. "In Stock" means a customer can leave with the merchandise. The whole thing does not stop there. We finally said okay, the whole transaction took over 90 minutes !!! This is for a single chair. During this time there were quite a few other customers who needed help and could not get any. I was appalled by the whole thing. I closed on my home in less time than it took to buy a chair. I doubt anyone from Macy's management will read this as it seems they do not care.
All that furniture inventory sitting there month after month adds up and costs quite a bit. Any financial difficulty that Macy's experiences can probably be greatly aided by better logistics, management and policy. A chain as large as Macy's should be professional and efficient. Maybe they figure adding $ 15 to the price will make up for it?? I would like to say that the Manager "Marlene" did come over and do her best to alleviate the situation, it did appear that she was up against crazy store policy and trying to please customers. She was apologetic while assisting the incompetent salesman. I hope someone from Macy's reads this however, I highly doubt it. The next time in the market for furniture, I doubt I'll even consider Macy's.