We purchased a Stearns & Foster mattress from Macy's, and we were given an expected delivery date. During the week, we were called three times and sent three emails updating our delivery status. The last email (day before delivery) indicated that "our mattress was on the truck and ready for delivery." The morning of the delivery date (Saturday) we were contacted by a Macy's representative and told that we would have to reschedule. She didn't give us a reason why we needed to reschedule and informed us that this would have to be done on Monday. She also didn't provide us with a number to call and rudely hung up on us when we asked for further clarification. After locating the phone number and speaking to another representative and then a store manager, we were eventually told that a mistake was made.in an attempt to obtain some answers, we spoke with several employees from Macy's, and nobody ever offered an apology. We were also told by a representative that we could just cancel the purchase if we liked. We were eventually told by a manager that he would "make the situation right" and would call us back within the hour. We never heard from him again. Macy's is very quick to promote their "5-Star Customer Service", but our experience wasn't even close to meeting that expectation. Once Macy's made the $2,200 sale, their level of customer service significantly decreased. We would strongly recommend another department store for your furniture needs.
0 comments