Missing Couch
Complaint
Joan Schubert
Country: United States
My husband and I were recently married and took back quite a few gifts from the wedding that we didn't need and put the refund towards a couch. We had been looking at the couch for over a year, but couldn't afford it until then. We were informed that it would take 6 weeks to get it in the warehouse, which we said was fine.
We went out of town overnight, and they called us telling us to call back and confirm an appointment for delivery. However, even though we did not call back because we did not get the message, they sent the truck anyway and then called us saying no one was home to deliver the couch. Why would they send someone out there if they requested a confirmation but did not receive one? When I called to reschedule, they told me 2 more weeks. This happened again 2 weeks later. My husband missed the delivery by five minutes, and again, they sent the couch back.
The third time, I got the call and asked if there was a way to reschedule the appointment, because I had to work. I was told that the woman could not fix or "touch" the delivery scheduled and I would have to take care of it by calling another number. What she failed to tell me was that she cancelled the delivery completely. I was able to get my husband to take time off work to meet the truck, but they cancelled the delivery so he took time off for nothing.
When I requested to speak to a manager, they gave me Christopher Stevens, who insisted that the only thing he could do was deliver it nine days later. Because I was at work, I had him give me his number to call him back. About an hour later, I called the number and was connected to some lady in the Arizona Branch! Finally I got ahold of someone who told me if I didn't want the 29th delivery I could have it on the 3rd of January! I cancelled the order and I am calling today to make sure I get a full refund. I don't need to pay 10% of someting that never even made it to my house!
Damage Resulting = I will never buy Macy's furniture again. I used to work in customer service and I know what things can be done to rectify situations. They are so big, they don't care. I wish Nordstroms had a furniture department.
We went out of town overnight, and they called us telling us to call back and confirm an appointment for delivery. However, even though we did not call back because we did not get the message, they sent the truck anyway and then called us saying no one was home to deliver the couch. Why would they send someone out there if they requested a confirmation but did not receive one? When I called to reschedule, they told me 2 more weeks. This happened again 2 weeks later. My husband missed the delivery by five minutes, and again, they sent the couch back.
The third time, I got the call and asked if there was a way to reschedule the appointment, because I had to work. I was told that the woman could not fix or "touch" the delivery scheduled and I would have to take care of it by calling another number. What she failed to tell me was that she cancelled the delivery completely. I was able to get my husband to take time off work to meet the truck, but they cancelled the delivery so he took time off for nothing.
When I requested to speak to a manager, they gave me Christopher Stevens, who insisted that the only thing he could do was deliver it nine days later. Because I was at work, I had him give me his number to call him back. About an hour later, I called the number and was connected to some lady in the Arizona Branch! Finally I got ahold of someone who told me if I didn't want the 29th delivery I could have it on the 3rd of January! I cancelled the order and I am calling today to make sure I get a full refund. I don't need to pay 10% of someting that never even made it to my house!
Damage Resulting = I will never buy Macy's furniture again. I used to work in customer service and I know what things can be done to rectify situations. They are so big, they don't care. I wish Nordstroms had a furniture department.
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