Macy’s Furniture Gallery

Terrible customer service this store deserves zero stars came here to return a online order from Macy’s he to wait to speak to a manager was sitting around and then she comes out telling me the return cannot be done in store and that i needed to go home and get a mailing label and send it off to ups when I had a return receipt that stated return in store. Waste of my time.

We bought area rugs for our home. Michelle did a great job and spent a lot of time with us helping to select rugs. Macy’s has a large variety to pick from. They arrived nicely & on time. Thank you!

Extremely frustrating experience! We bought a sectional last December. When we purchased it, I specifically told the salesperson we had hardwood flooring. She told me that we could purchase connectors if we needed them. I told her I was sure we’d need them but she convinced me to wait until the furniture was delivered. Furniture was delivered and sure enough we needed connectors. Was told they would arrive in 3 months. And, I couldn’t schedule the installation of them until they actually arrived. So…4 months later, the technician comes to install them and there were only 2 sets that were shipped instead 4 so only half of our furniture will be connected while the remaining pieces continue to disconnect when someone sits down. Technician orders 2 more connectors and I receive a letter a few weeks later that the manufacturer no longer carries the connectors so the order cannot be fulfilled. Several calls to the 1 – 800 number with someone finally agreeing to order me the connectors. I then get another letter saying the order cannot be fulfilled. I go into Macys where they tell me that they are ordering the connectors. I just rec’d the connector they ordered and it is not the same connector and it will definitely not work on my sectional. Call Macys AGAIN and my options are:
*Return sectional and buy something else
*Find connectors myself and Macy’s will reimburse me the cost of the connectors but I will have to install them myself
*Keep the furniture and get a $ 40 credit.
REALLY??? $ 40 for 6 months of phone calls, appointments and shopping around for connectors myself. What a joke. I will never shop here again.

I bought a mattress and a box, the wrong box was delivered and when I called to get the correct size they charged me 15% + $ 80 to do the exchange.
Think twice before you buy anything from them.

Couldn’t be happier with our purchases. Found items we really liked, great prices, excellent quality! We had an amazing salesman in Jeff Karp! Knew his stuff and wasn’t pushy! Great guy to work with. Liked
him so much on our first purchase that we made sure to see him on the addition purchase. Macy’s called to verify delivery. The truckers called 30 mins prior to say they were on their way. Furniture came wrapped, clean, and in perfect condition! Delivery called 30 mins after delivery to be sure everything was on time and set up. Jeff called and verified the next day. Incredible service! Absolutely no regrets!!!

Great sales team!!!
Unfortunately my mattress had a problem. Thank goodness the sales people truly wanted to make it right! I worked with a super sales team-​Linda Bega and Ed Bruener. They are honest, helpful and super pleasant to work with. Their follow through was streamline. I was able to replace the mattress in a painless, timely manner. They really helped us out and we can sleep well again! Thank you Ed and Linda! You have a customer for life.

Terrible service, we purchased a couch for our home, the first one arrived damaged and dirty and was returned before it made it into our home. The second one arrived two weeks later, the drivers we’re rude and when it was unloaded it was damaged as well. We called to cancel the order and we’re told fine with not concern as too why we cancelled. Two weeks later we still had the charge on our credit card, after we we’re told we would not be charged until we accepted the delivery.

I had an excellent experience buying a sectional from this store. From the sale to the delivery, everything went very smoothly. Thanks to my salesperson, Israel, for dealing with me in a straightforward way. Communication about delivery dates and status were also timely and appreciated

Bought our micro fiber sectional couch here. The price was good and they were very comfortable. Unfortunately the sales person talked us into the lamest «worry no more» warranty that is a nightmare to use. They make you jump through way too many hoops to get service. As for the couch, the cushions all sagged and sunk when we approached the second and third year of ownership to which there is no recourse. We won’t buy at Macy’s furniture store again.

I have been a Macy’s credit card customer since 1978. I recently purchased a mattress and boxspring on sale in the Pleasanton store. I was told by the salesman that I could get a promotional interest free for 12-​months for this purchase. I was approved right there as the salesman completed the transaction. With my subsequent statements I am being charged interest every month on this purchase! After 5 – 6 calls to customer service with no satisfaction
I spoke to a supervisor in the credit card department. She researched the item and told me that this promotional was only good for a certain amount and mine did not qualify. I called the store again and asked to speak to a manager (2 times) with no return call. I am on my third try. What a terrible way to treat a long-​term customer. I will never purchase a product in this store again.

Nicole was super helpful in making the whole process easy and efficient. She was very knowledge and wasn’t pushy at all. I felt really comfortable with her when purchasing my new bed. Would definitely come back in the future for another bed! Delivery guys were great too.
The only downside was having to wait a week for the furniture to get delivered so order in advance! :)!

Buying a bedroom set here was a neverending disaster.
I purchased a bedroom set in store and was told by the sales agent to accept delivery if the furniture was damaged because they could set up an exchange more quickly than if I rejected the furniture.
The furniture arrived damaged. I contacted Macy’s and they first sent someone out to inspect the furniture. Then a series of exchange attempts occurred. It took them four times of showing up with a new bedroom set to actually deliver a non-​damaged set. Each time it was the delivery people who saw that the furniture they were delivering was damaged, such as one of the dresser legs being broken, so it’s not like I was overly picky about accepting a replacement.
Finally, after a month and six total Macy’s trips to my home (original delivery, inspection of damaged furniture, and four replacement attempts), I received an undamaged bedroom set. I asked them at this point to refund the delivery fee because of the above fiasco. They would only agree to do that if I signed and returned to them a statement that I was accepting the furniture as-​is and voiding the warranty. What kind of company treats its customers this way?

Debra is incredible she is so brilliant! In a very reasonable time she helped us decorate our new home and we had so much fun. She’s got a great eye and she knows exactly how to match things– she gave me ideas and opened our eyes to so much. I can never shop without her!!! Thanks Debra!

This review identifies Macy’s lack of training for its staff, inconsistent practice with explaining their policies, and poor service from front line staff.
We purchased a new luxury king-​size mattress on 07÷14÷15, and the sales person (Lupe) was helpful with our selection process. She also assisted us with opening a new Macy’s account, and explained to us that we were eligible for a new account 10% savings, which we would receive when the first statement arrives.
When we received the statement this week (08÷24÷15), we realized that the discount was nowhere near the 10%. When I called back the store (08÷27÷15), I was told that new account savings was 10% to 15% and up to $ 100. Well, our mattress was $ 4k, and our understanding was 10% off, equaling $ 400. When I tried to initiate a return, the sales told us we couldn’t because we have passed the return policy date. We also learned that Lupe was an as-​needed staff, so there was no way of contacting her for assistance.
The store staff directed me to contact Macy’s Customer Service, and the phone representative (Adrian) cited the same policy, and she stated «has no control over what the sales told me, and there was nothing she can do for me. The policy is the policy and nothing else (she) could do for me.» When I explained that Macy’s should have some control over how they train their staff and correctly inform customer with the right information, she told me that I can return the mattress with a 15% usage fee & $ 80 pick up cost (that would be a $ 680 loss), or call the store back for assistance. I told her I was directed to call Customer Service, and asked to speak with her manager and she persisted that there was nothing for the manager to assist me with, and paused in silence.
Upon insistence, she transferred my case to her manager (Tony), who in the end offered additional $ 100 discount. I explained my goal of reaching the $ 400 discount, and there was no way for them to do so. He did offer to take the mattress back without a fee. So, Tony, thanks for meeting me half way. Then, called back to speak with the on-​duty manager at the store, who offered $ 200 Macy’s dollars for future purchase.

I went to Macys about 4 months ago at 11am. There were about 6 sales people that I walked by and made eye contact with and not one offered to greet me or ask if I needed any help. They were not busy and there were only a few other customers inside. I found a couch that I really liked but no one offered assistance so I left.
I figured I would give it another try yesterday but this time I was with my husband and kids. Same thing happened, not one person greeted us or asked if we needed any help. So we ended up buying our couch elsewhere.

Bought a couch from «Ron» who insisted that I purchase the «protection plan» that would basically cover any damage to the sectional. Fast forward two years later, I file a claim which was promptly denied. Did some research online and found that numerous customers have had their claims denied from the «worrynomore» protection plan.
Bottom line: If I had a chance to purchase furniture again, it would not be from here.
And Ron, you owe me $ 300 for the useless warranty.

So here’s a post from my Facebook page today:
«Went to the Macy’s furniture store here the other day, and no one ever said hello to me. So today when I bought my dresser from Macy’s, I ordered it from a friend in Memphis who works there so he would get the commission instead. It pays to be nice to people.»
Note: you guys may want to work on your customer service.

Had the worst experience of my life with them. Sales people are terrible (Bassell) ripped us off — I spent over $ 5000 and this guy tried to be sneaking and didn’t give us the correct prices. Had to go back to get the prices adjusted and the manager said they’ll have Bassell call us and give us the update on the correct price — never heard from him.
The «5 star delivery» is seriously a joke. Worst experience overall with everything. Better off going to one of the other furniture stores.

One Mission: Mattress. We had registered at Macy’s for our wedding and returned loads of things, so we had a nice amount to put towards a mattress we were in DIRE NEED of.
We were helped by Alex in the Mattress Department and THANK GOODNESS. We tried to lay on random mattresses and figure it out that way, but to no avail. Alex saw us struggling and jumped right in. He asked what our preferences were, what we’d used before and really took the time to get to know what we were looking for.
He gave us a few great recommendations and we chose one in about 15 minutes. PAINLESS. Absolutely PAINLESS. He explained everything to us: payment, registry discount, return policy, exchange policy, etc… The whole nine yards and made sure we understood (I LOVE WHEN THEY DO THAT).
If you’re looking for a mattress, Alex and Macy’s Furniture Gallery.
Star off because although we’re rather young, we (obviously) were there with the intent to purchase, and more than one employee looked at us and proceeded to ignore us while we roamed a bit to find the mattress department.

Ordered a new dinning table and chairs a couple months ago. The delivery came today. With all the Macy’s discounts the price was OK. Mary Jo the sales person was very helpful and made the process seamless.
The delivery was easy and efficient.