Complaint Rating:

Company information:
Macy's
United States

I am a furniture and bedding customer service representative for Macy's. All of the complaints I see here do have some basis. First, the stainsafe/worry-no-more is basically insurance. It is not a warranty. Insurance is something that covers you in case of accidents not from normal wear and tear type issues. Second, the technicians that Macy's sends to your home are subcontractors, THEY ARE NOT EMPLOYED BY MACY'S!! They don't care what happens to your furniture. All they are there to do is make a report and give the findings to Macy's. Only Macy's can give you a resolution, no tthe technician. Third, PLEASE use a mattress pad on your new bedding. We get lots of complaints about Macy's not living up to warranties. Well, whose fault is it when a kid relieves themselves on a mattress or something is spilled on it. Is it Macy's fault? NO!!! Take care of your investment and it will take care of you. Fourth, we have to abide by the rules that the manufacturer's place upon us when we agree to sell their furniture. It is not Macy's that won't back up the warranty, it is the manufacturer. Take your complaints to them!!! Fifth, if you want to speak to a supervisor in the furniture and bedding customer service department, you have every right to. Call, 1-800-735-2525. Tell the person that comes on the line that you do not want to talk to them, you only want to talk to a supervisor. And don't verify your information with the rep. You don't have to do that. That stall tactic gives the rep time to see who you are and decide how/if/when they will help you. Just say I want to talk to a lead and I do not want to verify my information. Sixth, if want definite help, ask to speak to Stuart Stockton. He is the Vice-President of Furniture/Bedding Customer Service. He will do anything to keep your business. Or you may want to talk to Kim Taylor. She is a step below Stuart Stockton and will help you as well. And one question from me: why do you buy furniture from a place that does not specialize in selling furniture. You need to go to a furniture store that only specializes in furniture and bedding. That way the sales people can give their utmost attention to you.