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
    Cindy
    I have the Chateau d'ax sofa, love seat, chair and ottoman.  The leather has always looked great, but every piece except the ottoman has had frame problems.  The sofa has had a broken arm (repaired by Macy's in first year).  The love seat and chair have had similar problems.  The wooden frames are very poorly made and in addition to the breaks we have problems with creaking noises whenever anyone sits on them.  A big disappointment.
  • 0
    Phil
    L purchased a Chateau D'ax sectional and two ottoman's from Macy's and the corner sinks in. Trying to get Macy's to honor the warranty has been a nightmare. After more than twenty phonecalls no repair person has contacted me. Macy's does not have a clue how to coordinate the warranty repair. Macy's should get out of the furniture business and let more responsible people sell furniture.
  • 0
    Richie
    Oh, sh--.  I should have read these posts yesterday.  Just purchased a Chateau D'ax sofa and loveseat with motorized recliners.  Looked like beautiful leather in the store.  Also bought extended warranty for seven years on everything. I am hoping I will be lucky.  My daughter bought furniture elsewhere two years ago and had frame problems.  Thr repair guy said all the couches are made the same--like crap.
  • 0
    reason
    We have had a chateau d/ax sectional since 2008, with the frame broken multiple times both within and without of warranty.  it's a pice o' junk.. stay away!! Macy's customer service has been ridiculously bad. WHy no class action suit yet?
  • 0
    reason
    How long have you worked for chateau d'ax, dan?    Why does everyone else here state that both the leather and frame are shoddy, and breaking in short order, and that macy's is not supporting it's products, but you love them and assure us it's a great decision?
  • 0
    Rich
    Just bought a Chateau D'AX leather sofa and loveseat (recliners) from Macy's. When they were delivered the power cods were missing. They were supposed to be sent separately, but through a comedy of errors were sent to a neighbors house. The [***] neighbor didn't speak much English and kept the package for five days until we figured it out and retrieved it. Meanwhile we complained to Macy's, Neshaminy Mall, PA. Our salesman, BEN, was excellent. He reported the problem and it went all the way to the top. We got many calls from customer service and Macy's until the problem was quickly resolved. A repair guy was sent out from N.Y, with extra parts the day after we reported the problem.  Meanwhile we had gotten the parts from [***] neighbor. Macy's gave us a $50 gift certificate for our trouble.

    Most people write on this site with negative comments . Mine is positive. I don't know what the future will hold but I got a 7 year warranty
  • 0
    kgrahn
    Same thing has happened to me.
  • 0
    macyssux
    I spent $2000 on a leather sofabed at Macy's, Chateaux D'ax in Jan 2010. The leather is cracking and color peeling.  I have to wrap my cushions with a blanket because it's so embarrassing.  I called Macys and Chateaux D'ax and go zero help.  It's crap furniture.  I'll never buy from Macys and certainly Chateaux D'ax again!
  • 0
    DM
    | 1 reply
    Avoid this brand. We made the mistake of purchasing a Chateau D/ax leather sectional from Macy's in Feb. 2011 before reading these reviews. We could have saved ourselves $3,000. The chocolate-brown sectional was wonderful to sit on in the showroom. It was supple yet firm and looked gorgeous. Six months later, it's still beautiful in our home. But it's terrible to sit on. The cushioning is completely blown out. The makers used a low-grade foam, and seats that were once wonderfully supportive now sink beneath us like an old beanbag chair. The sofa also lacks springs and instead uses "Pirelli webbing," which I understand is rubber straps. Whatever it is, the product has been a huge disappointment. I notice Macy's no longer lists the sectional on their website and seems to have stopped selling Chateau D'ax altogether. I'm not surprised. We'd return it but now live too far away to make shipping it back economically worthwhile.
    • 0
      Cautious replies to DM
      Yes, Macy's still sells Chateax D'Ax. I looked at a CD Sectional today:-(.  After reading these reviews, I am very concerned about purchasing.
  • 0
    Lisa
    | 1 reply
    I purchased a sectional leather sofa years ago.  The pins that lock the two together snapped and the sectional no longer stays connected.  I simply contacted customer service at Chateau d'Ax at 336-885-9777, and emailed a photo of the broken connector.  They shipped it to me free of charge and sent UPS tracking information as well.  I am happy they efficiently resolved the issue and my sectional will be back together soon!
    • 0
      Tom replies to Lisa
      Thank you - this is precisely the information I was looking for!
  • 0
    Inna
    we are planning to buy Urban Casual leather living room from Chateau D’Ax from Bernie&Phils.
    http://www.bernieandphyls.com/400C483CH-Chocolate-Leather-Sofa.html

    Is it what you have?
    Thanks!
  • 0
    saan
    Which sectional do you have ?
  • 0
    saan
    Did you buy Stacey modular sectional ? How is it ? Do you like it so far ? I like the sectional, but after reading the reviews am not sure whether to buy or not
  • 0
    Jim
    | 1 reply
    Anybody have issues with the chateau d'ax Stacey modular? I just got mine and love it but after reading all the neg posts I'm worried? Thanks
    • 0
      LC replies to Jim
      Read my reply to Saaaanu post of Oct 2, 2011 below.  I am curious if you too have torn lining!
  • 0
    Saaaanu
    | 1 reply
    We ordered stacey sectional from maceys...but now worried after reading the posts. Any one has the same sectional ?
    • 0
      LC replies to Saaaanu
      Looks like the same set my girlfriend ordered from Macy's in 2011; double stitching, no buttons or tufting.  After 3 separate deliveries, all with torn lining down inside the back of the sectionals even after they promised to inspect at the warehouse before delivery.  Store floor model lining was intact. All were returned with a lot of frustration & headache, not to mention time lapse with an empty living room with no furniture in it during all of this & lack of results from Macy management.  She went to Kitchen Kaboodle & got a real nice cloth, extra firm sectional which was the reason she wanted the Stacey in the first place - it was very firm & she has nerve problems in her back & legs.  After pushing the issue with Macy's regarding this mess & her inconvience, Management gave her four  $25.00 certificates towards merchandise which cannot be combined!

      So I am curious if anyone ever checked the lining & how the Stacey has held up.  Of course Macy's didn't think it was a big deal to have ripped up lining in the furniture, but what is the purpose then for lining?   It was comfotable when I sat on it, though not the most attractive furniture in my opinion.
  • 0
    Sa.. pittsburgh pa
    we have Chateau D'Ax milan sofa. i purchased from macys 3 years ago and the frame is broken. macys won't do anything to help fix the problem.
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