Complaint / review text:
My husband and I had a HORRIBLE experience with the Macy's Furniture Gallery on Britton Parkway in Dublin, OH. We ordered a standard sofa, the grey Mattie model way back on February 16,2012. The sofa came with the option of a left/right facing chaise. We chose the chaise and ordered the sofa the same day in store. We had not yet moved in to our new home yet, and we wanted to have the sofa arrive when we moved in, or shortly thereafter. We actually even DIDN'T order another model of sofa because the sales representative told us that the other sofa would take 8-12 weeks to arrive, and we didn't want to wait that long, especially since it wasn't even a custom order sofa, just one off the floor, same fabric, etc. A run of the mill order. So we settled on Mattie since the sales. Told us at the time of ordering that Mattie would take about 4-6 weeks to come in. We even asked him if it is ever shorter than that time period. He said sometimes it is. Fair enough.
We didn't hear anything for another, oh, 6 weeks. Since by this time it was at the end of the estimated time period, we called. Do you know what Macy's told us? The sales person informed us WRONGLY and sofas take a standard 8-12 weeks to come in. Strike one. To add insult to injury, we ordered a bedroom set from Ashley furniture the same day as we ordered the sofa from Macy's, and that came in about 3 days. Value City and Ashley furniture take an average of a few days, and Macy's takes 8-12 weeks to come in? Wow. We were angry, but what could we do? We stupidly already waited 6 weeks for this sofa.
May 5,2012, our sofa is scheduled to be delivered, a FULL 12 WEEKS after we ordered and were told 6-8. The delivery men come, and what do you know, the sofa is wrong and the chaise is on the wrong side! Strike two. We were having guests over for Mother's day weekend and the sofa doesn't even fit in our house correctly because of the way the chaise was. We were boiling at this point. We left immediately and went into Macy's personally to tell them what was wrong. We asked to speak to the manager. The sales associate that sold us the sofa and entered the order wrong was mysteriously on vacation. Right. The manager then told us our correct sofa would take ANOTHER 8-12 weeks to come in. Eff. Us. We had already paid for this incorrect sofa and there was a pending charge for the sofa and DELIVERY of a wrong sofa on our credit card. Way to go Macy's. Ok, we said, we will wait for the correct sofa to come in. The manager then told us that when a furniture order is delivered incorrectly (this must happen a lot) Macy's has a universal discount that is applied depending on the length of time you have been waiting. At this point we should have gotten the darn sofa for free, but whatever. Our other issue is we were supposed to get a 10% "Friends and Family" discount when we ordered the sofa, and that was not applied. Big surprise. Macy's wanted to stick it in us and hard, apparently. By the way, we never got that discount, if you are wondering.
June 22,2012, our sofa is scheduled to be delivered. I took the day off work for this. The Wednesday before, an automated delivery scheduling service leaves a message on my cell phone stating that our sofa is scheduled that Friday, I am supposed to get a phone call the day before to confirm the time. Fair enough. I never get a phone call (surprise! We've experienced such lovely customer, up to this point). So I call o check myself. The sofa is scheduled to be delivered between 8-10 am, and the delivery people will call before they come. Ok. Around 8:10 on Friday, I get a knock at the door. Thanks for calling ahead! Strike three. I asked why they never called to confirm the time and also why they didn't call to say they were on their way. They said they had a wrong phone number. Ok, liars. I realize this is a minor thing, but when added to the list, it ignites me. Why lie? Somehow Macy's had the correct number the first time it was delivered (they called). Somehow they had the correct number to place the automated call, so why lie? Just another example of their dishonesty.
The couch was finally right, a full 5 months later. But we never got our discount that we were promised by the manager for our troubles. My husband even called the customer service line after delivery because we got a call from the fraud protection on our credit card that our card had been charged twice by Macy's (why not try to rob us, Macy's?). They said they would have to "check" into the discount. We never heard back, of course. All liars!
Lesson learned, never ever ever ordering anything from Macy's Furniture Gallery ever again! Spread the word!