It's a relief to finally be able to write this review - I needed to wait until the whole ordeal was over and I could be sure they would not retaliate against me. I closed my Macy's store card today after verifying my zero balance; - a letter to confirm that is already in the mail, so I;m finally free to tell the world what happened. Any why Macy's just isn't worth a damn anymore. There's ongoing talk in the news about how department stores are in trouble all over the country - Macy's included - and this story, surely one of many - certainly explains why.
I should probably note the furniture department at this particular Macy's has since been removed.
Basically we bought a king-sized bed frame in 2014 with the Worry-No-More protection plan for 3 years. Two years in, the side rails broke - the metal brackets actually came out of the wooden rails, embedding themselves in the headboard. It was probably due to inferior glue or hardware, since those rails were the only part that were glued-together plywood, versus the real hardwood head and foot board. Plus, our mattress rests on a standalone frame, not on the rails themselves.
We attempted to use the Worry-No-More protection plan we'd bought - we'd been assured it was fault-free, So we were really surprised that a technician had to be dispatched to examine the frame, but reassured when told the tech would try to fix it first, then recommend replacement if it couldn't be fixed. Uniters sent out a drunkard - red, bloodshot eyes, slow movements, impaired breathing, and a smell of alcohol on his breath. And no tools, just a camera. I should have called the cops right then and there. So of course he *found* the damage to be our fault - no matter that the warranty said fault-free. He wasn't there to fix anything- - that was clear.
This set off six months of back-and-forth letters from myself to Uniters, the Worry-No-More company, where my detailed pictures, proof of warranty, receipts, etc were all ignored. They didn't try to communicate - just sent me boilerplate legal drivel that didn't address anything I said at all. Ditto when on the phone with them. Macy's directed me to speak to them, time and again - in retrospect maybe so the warranty period would just time itself out without any action required on their part. Finally, I got in touch personally with a gentleman who'd been working the sales floor at the Sterling Macy's, now transferred to the Fair Oaks store.
I got a salescheck number and refund authorized, only to find out that using it required us to *purchase* other furniture first on our Macy's store card, then have the refund applied when Macy's came to pick up the old bedframe (and drop off the lovely new sofa we needed). So I polished up the old bedframe and had it disassembled for pickup - that was just after the 1st of the year. They came to pick it up; and drop off the new sofa, where the reclining mechanism broke after 1 use. That took another couple of weeks to fix.
t's now March, and it's taken no less than 3 different hours-long phone calls to Macy's Customer Service, reading off the godalmighty salescheck return - to get them to correctly process first the credit, then 2 months of bogus late fees because they didn't process the return promptly. Apparently Uniters didn't record the bedframe return promptly, either. NO surprise there.
So it's been a whole year since this ordeal started. We now have a sofa instead of a bedframe; and the sofa finally works. I have my Macy's account closed, and a burning desire to NEVER do business with them again. Now, to be fair, had Uniters not been a complete turd of a company (see all their Consumer Affairs complaints!), the whole experience might have been very different. After all, The Macy's staff I spoke with and did business with were all very professional and courteous. Any CSR who will spend over an hour trying to get a customer's problem solved ought to be given a medal!
However, there's no reason I should have had to go to such lengths, period. This should never have happened at all, point of fact. Putting customers in positions where they have to police a warranty policy, keep reaching out to the company to solve billing issues; actually forcing a purchase to apply a credit - not to mention wasting a whole year's worth of my time and effort - that's no way to treat a customer!! I can't even begin to enumerate all the 'what is wrong with this situation' problems here. No wonder they're in trouble. I mean, how on Earth does a company let their business get this bad? Do they just not care?
It's not my problem to solve, fortunately. After I finish this review, I don't have to care about it, or them anymore - thank God! So I will just opine that if department stores are going the way of the dinosaur, Macy's certainly deserves it. And Uniters, don't worry - you'll get yours, too.;-) read more
