The complaint has been investigated and
resolved to the customer's satisfaction
Macy's Furniture and Bedding Customer Servicesfurniture and bedding

F Review updated:

I have some information for those of you that are having issues with their furniture, mattress or rug purchase from Macy's or Bloomingdale's. There are several people that will give you what you want if you complain to the right person. First, start off with Arlie S., Jill K., or Kim T. They are directors for furniture and bedding customer service. If you get no relief from them, then call the furniture and bedding customer service phone number above and ask to speak to Tim Hellmann. He is the Vice-President of Furniture and Bedding Customer Service. If that doesn't help, call that same number and ask for Paul Wyatt, Senior Vice President for Retail Services; Mike Gatio, President of Macy's Credit and Customer Services; and Terry Lundgren, CEO of Macy's and Bloomingdale's. All of these people will do anything to keep your business. Also, when you call Macy's/Bloomingdale's Furniture and Bedding Customer Service, the customer service representative will ask you to verify your information. DO NOT DO THAT. IT IS A STALL TACTIC!!!


  • De
    Debbie McClure Mar 24, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I ordered and paid for a mattress, $922 (sale) on March 15, 2019. The salesperson told me it would be delivered March 21, I received an email confirming, I replied back asking if they could make it March 20 they responded with a “yes, we can do that”. I got a text message saying it would be delivered within the two hour window of 2:45-4:45. I had guests coming in from out of town! I had a full bed in my guest room and have been wanting to change out to a queen because most visitors are couples; I disassembled the full, took that ensemble to Good Will, moved my queen bed into the guest room and sat and waited for my 5:00 I called Macy’s, it was extremely difficult to get to a human but when I did there was apology and an offer of a 10% discount on purchase price, I asked for 15% and got it. I was promised a call from the delivery people the next day; my guests arrived that night and slept comfortably in my bed while my husband and I were on the couches! The next call. I worked from 9:00-2:00 when I got home my husband told me he had called to the store and was waiting for a manager call back (since about noon). I got in my car, went to the store, spoke to the manager who explained that the mattress never got on the truck, he was apologetic, explained there was nothing he could do and gave me four $25 gift certificates and promised he would call me personally after he spoke to the warehouse and knew where the problems were. In the meantime I got a call from the warehouse and they scheduled me for March 26!! I was angry, she promised she would try to move it up after talking to the warehouse. Next I get a call from her, she told me my mattress would be delivered the next day, March 23. I thanked her and found an email in my box confirming the move from March 26 to March 23 (three days later than the original CONFIRMATION)! March 23 I stay back from my Grandson’s baseball game to receive my new mattress. Guess what...I waited all day and again started calling customer service around 4:00 and was told there was nothing that could be done! Carlos at Macy’s customer service told me that the woman who had called me before did not fill out the paperwork to make what she had called and promised, to actually happen! He was so apologetic, offered me to talk to a supervisor, I was already late for an engagement so declined to take the time. He recommended I call in the next morning, ask the customer service rep to call the warehouse to make sure the mattress was on the truck, BECAUSE, he said they can only talk to the warehouse between 8:00 a.m. and 4:00 eastern time. So, I got up at 5:00 a.m. to call them (hoping to get the mattress on the delivery truck for today-March 24. The offices were closed, I went back to bed and called at 8:00. They called the warehouse to find out it’s not on the truck and there is nothing they could do. I was told the warehouse would call me tomorrow to schedule my delivery. I asked to speak to the supervisor. Latrice told me there was nothing she could do. The person who had called me was not in on Sunday so she would have her call me tomorrow. I whined, expressed how inept this all has been, I told her “I don’t believe you can’t call this warehouse and tell them to get this mattress on a truck and bring it to me NOW” I suggested she have the warehouse call said woman at home. She very calmly kept telling me there was nothing she could do to get the goods to me today.
    I await the call tomorrow. I will never deal with this company again no matter how good the sale is! And, I wonder if I will ever see the mattress!

    0 Votes
  • Pa
    patricklala22 May 15, 2018

    Tim had called and left a message for me about my furniture delivery. He told me to call him back with the number and extension. When I called back I gave them the extension and who I was trying to reach. They said it was against policy to put me through to that extension. I do not understand why leave a message asking me to reach you there but then tell me I am not allowed to contact the person who just left me a message two minutes prior.

    0 Votes
  • Br
    Brittany 2017 Jan 30, 2017

    I have to disagree with this post! I spoke with a regular agent with the furniture and bedding department who followed up with me and got my issue corrected for me. I didn't take all the extra steps, just explained what was needed and got what I deserved.

    0 Votes
  • Sa
    saians123 Aug 09, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Can anyone give me the email for Tim Hellmann?

    -1 Votes
  • Ja
    jasona0505 Mar 01, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Why should I have to go through all of these people to get what I paid for???? I would rather just skip Macy's and take my business some place else where I don't have to talk to 8 different people.

    0 Votes
  • Ni
    nisapayne Apr 20, 2009

    YES! I can def vouch for Tim Hellmann/Kim T. I had a tear in my new leather couch, which I owned for 8 months and wrote into both of these people... this was corrected very quickly. I just received my new leather couch this past Saturday. I am very happy with the outcome and totally satisfied with the way this was handled. Thank you for posting their names and thank you to Macys for doing the right thing.

    -1 Votes

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