Macy's / macy's may have ripped us off this time!
We purchased all of our furniture from Macy's thinking it will be quality and last for some time. The salesman also insisted that we purchase the "extended warranty" which I am usually against. However he insisted that unlike other companies, this particular one is offer by Macy's itself and that it covers anything that can possibly go wrong with the items. After viewing the warranty paperwork, I realized he could be right since is said with large print "Macy's warranty" on the top.
Well, almost a year later, we started having problems with the cushioning of the items in several places where the frame appeared to be exposed. Also the recliner (which was one of the most expensive pieces) kept of getting stock. There are 3 people that live in our household and one is only 2 yrs old.
After calling Macy's, they directed me to an 800 number. After staying on hold for over 40 minutes, I got an operator on the line that proceeded with asking really stupid questions like when did the problem start, as if anyone logs this sort of thing. He went round and round until he finally said, non of the above are covered under the warranty. When I questioned why, he said it gradual wear and tear and that is not covered under the warranty. I said wear and tear of this magnitude in a year, he said "yes". I asked to speak to a supervisor and I was denied that chance, he went on to say they are not a part of Macy's, they have nothing to do with Macy's and when I said I don't think I would ever shop there, he said "he couldn't care less". I immediately called Macy's and asked for the sales person that sold us this crap and of course he no longer worked there. The lady said that she felt my frustration and that she would schedule for an in house inspection, a month later. The inspector came and agreed with us completely on our statements and said someone will be in touch in 3-5 days. 3 weeks later we called to find out what happened and were told that the inspector denied our claims even though he was in agreement with us at the house (we were told this is a tactic used not to be confrontational while at customer's house). I was outraged and called the furniture depart. Supervisor that scheduled another in house inspection (another month later). The same thing happened again.
To date we have no resolution. The store manager still hasn't called me back.
Here is a tip. DON"T SHOP THERE. If you do, just take your chances with the product and DO NOT BY THE SCAM THEY CALL EXTENDED WARRANTY.
Macy's may have ripped us off this time, but I think in the long run, they really ripped themselves off. Bad customer service will not get any business far, even one as large as Macy's.
If you shop there, specially for big ticketed items, GOOD LUCK!
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