Broken frame on the couch - no resolution

ComplaintsFurnitureMacy's & Chateau D'ax

Complaint

0
LBaier
Country: United States
I purchased a leather set (couch, 2 chairs & ottoman) from Macy's in April '07.  The frame on the couch was broken. Macy's assured me this would be fixed.  The room was designed around the furniture.  Several thousand $$ later and January 2008, there is still no resolution.  They tell me Chateau D'ax will not return calls or send the part from Italy (the frame) to them.
Funny thing...Macy's still carries furniture from this manufacturer and with the same type of base.  I'm so frustrated.  Macy's will refund our money however, it is now the principle after all I've spent - time, money, etc. to make this living room perfect.  Never again will I purchase furniture from them!!! This has been a costly lesson

Comments

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  • 0
    Olivia
    If you plan on purchasing leather furniture from macy's, dont bother buying the insurance. After 4 years, my leather couch starting peeling and craking. I called to use my insurance and the insurance company had every excuse why they were not going to cover the defects in the couch eventhought it was listed on the warranty terms and conditions. So unless you have cats, I would absolutley not waste your money.
  • 0
    Terry Phalen
    I purchased a Couch,Chair & Long Ottoman from Marshal Fields (now Macy's) and after 2 years use, one (Couch section top) is ripping and the hide is breaking down all over. Macy's wont do anything, and I'm trying to get it repaired as all the rest of the pcs. still look like new. Do you have any helpful hints. email: terryphalen@att.net
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    Mary
    I purchased a couch and love seat from Marshall Fields in 03.  The loveseat is in great shape and used all the time.  The couch has a broken frame and the leather is discoloring all of a sudden.  There are only my husband and I and we are truly upset about the situation.  I have called Macy's and they say nothing can be done, it is out of warranty.  I will never buy anything from this company again.  We have also tried Chateau D'ax and no one answers the phone.  What a way to run a business.
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    JHinGA
    I have a Chateau D'ax sectional from Macy's as well. Broken frame. Hmmm seems I'm not the only one. I've see many instances of this from this manufacturer on various web posts. Macy's came out and said it was from excessive force. Easy way out! I think I may pursue this again!
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    crazidaisy
    I purchased from Raymore & Flanagan a sofa, chair and ottoman made by Chateau D'ax. Its the manufaturer not the store that sells them. Our sofa is breaking down and worn in various spots and unrepairable too. We have had it for just under 5 yrs. The store refunded our extended warentee money but now Id like to take it up with the manufacturer. We also had the couch delivered with a broken frame.
  • 0
    Crystal
    I was just looking at this brand of living room furniture at Samss Club. It is the Kingston line. Does anyone know anything about that line or is the whole company of Chateau D'ax not good?
  • 0
    richard
    thinking of buying the Alden sofa from Macys but after reading everyones comments and troubles with getting a hold of manuf. i will probably look elswhere. If anyone has this reclining sofa could i here of some personal eperiences.
  • 0
    Coldwater
    We recently purchased a Divanti Chateau D'Axe from Macy's.  It is the Six Piece Modular unit in white leather.  We saw a similar unit at Kittles Store.  You would expect a better line of furniture at thse stores.  However, this furniture is made extremely cheap and our new unit has a broken frame already.  The internal construction is nothing more than particle board and staples with a very poor constructed design.  Although very nice looking, could not recommend this to anyone.  Also, most of the rubber inserts in the legs are missing.
  • 0
    Rosebud
    Ha ha ha!!! OMIGOD! Better than watching "America's Funniest......!!!"
  • 0
    Rose
    I have bought two (3)pc furniture sets from Macys' both made by Chateau D'ax.  The first one the arm was broken and the second one now has the center of the sofa sinking fast.  When the repair person came out he said it just needed some filling.  Then after that didn't work and the frame was squeaking he admitted he could not fix the problem.  So after having to choose a third set all they carry is Chateau D'ax.  According to Macys' I must have gotten the end of a run or discontinued items.  I quickly informed them that my furniture was special ordered.  So to make a long story longer, Chateau D'ax is cheap and Macys' should be ashamed for selling it at the price point they do. Continue to shop Macys' but stay away from Chateau D'ax whether you are 100 pounds or 350 pounds.
  • 0
    Cheri
    Did Raymour and Flanagan replace the couch that was delivered with a broken frame?   I am looking at a reclining sofa made by Chateau D'ax at Raymour.  The salesman said Raymour fixes anything defect for the first year.  Why would the store refund your extended warranty?  Were there labels saying where the furniture was made?
  • 0
    Cheri
    I am also looking at the Alden sofa at Raymour and Flanagan.  This sofa has the power recline.  Have you learned anything more.  Raymour says they stand by any defects for 1 year, and then the mfg stands by it for another 2 years.  You can also buy the 5 year extended warranty, which even covers rips, etc. caused by the owner.  Have you learned anything more since your post?
  • 0
    Donna
    Bought a beautiful pub table and chair set from Macys...just in two years...chairs are falling a part the nails are falling out as you sit and the cushions are coming off the top..all are wobbling...fearing that someone will fall if they are over 220 pounds....cheaply made for $1650.00... Don't buy..you will be left with a nice table and no chairs....

    Manufacturer warranty 1 year...if you are not aware...put in a complaint.. waiting to hear back...what a nightmare!
  • 0
    sfasdfad
    why there are so many complains here about macy's and Chateau D'ax, But on Macy's website, all 4-5 stars
  • 0
    PAOLA
    I can feel your pain. I bought a $4500 contemporary sofa 5 years ago, but the best part of this came only 6 months later when my sofa started fading and craking,also called Macy's and they did not do anything. I think their furniture is way to expensive for the quality. i would never, EVER BUY ANYTHING FROM MACY'S FURNITURE. THEY DON'T STAND BEHING THEIR SERVICES.
  • 0
    JoyBoo
    I bought furniture from Macy's made by Chateau D'AX. They took 6 months to deliver the furniture. After two years the frame on the furniture is broken and Macy's refuse to refund our money. They told us to call the manufacturer Chateau D'Ax. Forget their warranty, Macy's tell you sone thing when they want you to purchase their furniture and another thing when you actually call in a complaint. I will never buy furnitture from Macy's again. They told me they would give me 10% off another sofa, I told them to forget it. I am so disappointed with them, anyone who buys their furniture should call in a news organization so they can investigate why the quality of the furniture is so poor.
  • 0
    Jo
    I bought a couch,loveseat,chair and ottoman the leather is pealing and the love seat had a hump across the cushions. I showed it to the guy who delivered it and he said they would fix it. I also bought the insurance out and so far it has covered nothing. I found a burn in the cushion and the repair man used needle and thread and its looks worse after he fixed it. I weigh 91lbs and where I sit the cushion has sunk down. If all will help lets start a class action againt Macy's and make the replace this junk furniture.
  • 0
    Vic
    Well I did it.  I went and got the Stacey Modular ITALIAN leather furniture.  Now after reading all your complaints, I've very nervous.  I also did get the “no worry protection plan” I haven’t received the furniture so maybe it’s not too late to cancel it.  I really do like the look of the furniture, and I haven’t found anything with the same look.  I love the stitching on both the back and seat.
    I was looking at a low end hole in the wall furniture store that had similar modulars, but wasn’t real leather.  It was Bonded Leather.  I have no idea what that is or if it’s better or worse that the real thing. Anybody know?
  • 0
    Megan
    I purchased a Chateau D'Ax sofa and loveseat from Macy's in 2007.  Over the years, I have found that there are just enough loopholes in the "Worry No More" protection policy that the company will not honor any claims.  Further, now my sofa's frame is broken (my fiance and I are slim people, no children).  Because it is still covered by the Chateau D'Ax warranty, Macy's will only offer to replace my sofa, not the SET that I purchased from them.  This is problematic because my set has been discontinued.  So, I must choose a new sofa that will not match my loveseat.  So in effect, because I was sold a defective sofa from Macy's, and because I cannot afford to purchase a new matching loveseat, I have to have a phenomenally expensive, mismatched set.  Don't buy the Chateau D'Ax line, and evidently, one should also avoid purchasing furniture from Macy's.
  • 0
    terryntx
    I too, just read the great reviews (58+ of them) for the "Milan" collection by Chateaux d'ax at Macys.  The set is gorgeus, I showed it to my hubs, and we had decided to order the 4 piece set, for $3,900 (plus 8%sales tax, plus shipping).  SO glad one of the reviewers mentioned the brand name...that is how I came across this site.
       99% of those reviews were given within hours, or a few days of receiving the furniture, and a couple even reviewed it before they received it!  
       Yes, I think it is a beautiful modern set (just the look I wanted), but report after report of broken frames, and decaying leather here on this site have "steered" me in another direction (pun intended)!
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