Macy's mattress dept- sent wrong item 3 times and charged us twice
Complaint
sue
Country: United States
Before you even consider buying a mattress or base from Macys please read this review.
My husband and I went to Macy’s downtown Sacramento and ordered 2 queen mattresses and one adjustable base for one of the mattresses a $3,038.00 order. The frame the salesman Matthew showed us was on metal legs and had a metal frame.
We received the 2 mattresses and the base about 2 weeks later. The mattresses were fine. The base was a big heavy box that sat on the floor with no legs – not what I ordered. It did not even look like been anything we had looked at in the store and certainly not what I wanted. The driver said it didn’t have legs, and there are no legs made for this item. It also had a powerful chemical smell- the bottom was made of particleboard and not metal like the base we had looked at with Mathew. Mathew called the next day and we told him that we were not happy with the base since it wasn’t what we wanted and had no legs, and it has a strong odor. He was not very helpful and told us to call customer service which we did.
We went back on the next day Mathew was working, this time he was helpful. He ordered a new base that we all looked at (we took photos of) – it was a temperpedic base that was a metal and had foam sides covered with a tan material. He said there would be no additional charges, that the deliverymen would pick up the existing base and exchange it for the new one and we would be credited for the original base.
We waited another 2 weeks for delivery of the new base. When it arrived the deliveryman opened it and we both saw that it was not what we had ordered- it was a particleboard base, not a metal frame. The driver said that the legs that were in a separate box don’t even go with the base that they had delivered. We refused that order, talked to customer service right then on his phone and told them it was the wrong base.
I called Macys right away and asked to speak to the department manager and spoke to Michael L. We told him what happened and went down to Macys the next day to meet with him. He looked up the order and said it was ordered right and the warehouse must have made a mistake. We showed him the base we ordered to show him that the underside was metal, not particleboard. He said he would rectify the situation and would see that we received some type of discount. He couldn’t talk to the warehouse directly so we had to wait to hear back.
The next day looked at my visa statement online and couldn’t believe that I had been charged for the base we had refused AND the original wrong base. I also had not received any phone calls as Michael told me we would call within 48 hours. I immediately called Macys I have left 2 messages for Michael over a few days, finally had to track him down since he was avoiding my calls. This time he said he would make SURE it was the right base, he would have the warehouse check B4 it was sent. Long story short, another 2 weeks – wrong base for the third time, this time we had them take the original and I am was sleeping on the floor.
I am absolutely disgusted at the level of customer service we have received from Macys. If has cost me time to go back to the store now 4 times, phone calls, the aggravation and frustration has cost me sleep- this was supposed to be a pleasant experience and has turned into a nightmare. No one cares or seems to know what is going on. I still did not have the base I wanted after 6 weeks and I am out about $1700.00.
I finally got my credits back- it took 14 days. I went to Sleep Train the day Macys delivered the last wrong base, got a much better base with more features for a lower price and had it delivered in 5 days.
Stay away from Macys for mattresses and furniture- there is a BIG disconnect between the warehouse and the store, and the level of customer service is horrible. It’s no wonder they are closing so many stores.
My husband and I went to Macy’s downtown Sacramento and ordered 2 queen mattresses and one adjustable base for one of the mattresses a $3,038.00 order. The frame the salesman Matthew showed us was on metal legs and had a metal frame.
We received the 2 mattresses and the base about 2 weeks later. The mattresses were fine. The base was a big heavy box that sat on the floor with no legs – not what I ordered. It did not even look like been anything we had looked at in the store and certainly not what I wanted. The driver said it didn’t have legs, and there are no legs made for this item. It also had a powerful chemical smell- the bottom was made of particleboard and not metal like the base we had looked at with Mathew. Mathew called the next day and we told him that we were not happy with the base since it wasn’t what we wanted and had no legs, and it has a strong odor. He was not very helpful and told us to call customer service which we did.
We went back on the next day Mathew was working, this time he was helpful. He ordered a new base that we all looked at (we took photos of) – it was a temperpedic base that was a metal and had foam sides covered with a tan material. He said there would be no additional charges, that the deliverymen would pick up the existing base and exchange it for the new one and we would be credited for the original base.
We waited another 2 weeks for delivery of the new base. When it arrived the deliveryman opened it and we both saw that it was not what we had ordered- it was a particleboard base, not a metal frame. The driver said that the legs that were in a separate box don’t even go with the base that they had delivered. We refused that order, talked to customer service right then on his phone and told them it was the wrong base.
I called Macys right away and asked to speak to the department manager and spoke to Michael L. We told him what happened and went down to Macys the next day to meet with him. He looked up the order and said it was ordered right and the warehouse must have made a mistake. We showed him the base we ordered to show him that the underside was metal, not particleboard. He said he would rectify the situation and would see that we received some type of discount. He couldn’t talk to the warehouse directly so we had to wait to hear back.
The next day looked at my visa statement online and couldn’t believe that I had been charged for the base we had refused AND the original wrong base. I also had not received any phone calls as Michael told me we would call within 48 hours. I immediately called Macys I have left 2 messages for Michael over a few days, finally had to track him down since he was avoiding my calls. This time he said he would make SURE it was the right base, he would have the warehouse check B4 it was sent. Long story short, another 2 weeks – wrong base for the third time, this time we had them take the original and I am was sleeping on the floor.
I am absolutely disgusted at the level of customer service we have received from Macys. If has cost me time to go back to the store now 4 times, phone calls, the aggravation and frustration has cost me sleep- this was supposed to be a pleasant experience and has turned into a nightmare. No one cares or seems to know what is going on. I still did not have the base I wanted after 6 weeks and I am out about $1700.00.
I finally got my credits back- it took 14 days. I went to Sleep Train the day Macys delivered the last wrong base, got a much better base with more features for a lower price and had it delivered in 5 days.
Stay away from Macys for mattresses and furniture- there is a BIG disconnect between the warehouse and the store, and the level of customer service is horrible. It’s no wonder they are closing so many stores.
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