Macy’s Furniture Gallery

1−26−16 Ref. Macy’s Furniture. Nightmare!!! At age 68 I spent 20 days sleeping on my top mattress on the floor. The footboard of the bed I purchased was missing a factory part and could not be put together. The second bed that Macy’s ordered to replace the first one had a defective and damaged headboard. Finally, after a search for hardware, the footboard from the second bed was switched with the first.
But wait there’s more… because of damage/​defects/​quality assembly, the dresser I purchased is now on its third reorder, and the dining room sideboard was reordered twice. The dining room table has shinny spots. Some of the dining table chair legs were wobbly. Drawers on the dresser, nightstand and under bed storage do not open/​close easily or completely.
I’m in Denver. Furniture for Macy’s Cherry Creek comes from the warehouse in California to the warehouse in Denver for distribution, therefore it takes a long time for furniture orders and reorders and more reorders to come in and to be delivered. Tech service is contracted and not even in Denver, so wait is one month for a tech to come out to address issues.
Still waiting for resolve one month after my first delivery!!! Shame on Macy’s! I have spent sooo much discomfort, discouragement, time and frustration with my purchase. I have made numerous calls to Customer Service, the Cherry Creek furniture store manager, etc., etc., but it seems like Macy’s protocol does not allow quick resolve to these issues. The answer is, «Let’s just reorder another one.» Oh, and after the third reorder you get VIP customer status, yes I’m serious. When I tell people the details and on-​going saga (deep breath), they say, «Really, Macy’s?» What happened, Macy’s, to doing it right the first time??? I feel like Macy’s furniture has gone the way of quick, quantity sales and lost their reputation for quality furniture and personal service.
Update 1−27−16 Managers from Macy’s Denver warehouse and local delivery service are personally working together to help me.

I recently purchased a leather sectional from Macy’s Furniture Gallery. When the sofa was delivered, there were problems with the stitching on the sofa. I was advised by the delivery driver to refuse the delivery and a new sofa would be sent. When I called Macy’s, I was advised that a manager would call me back within the hour. After 24 hours, I called back and was advised that a manager would call me back within the hour. Sharon, the store manager did call me back. She apologized and didn’t know why the delivery person advised me to refuse delivery. She stated that she would contact the warehouse, have my original sectional delivered and then just replace the piece that was damaged. Sharon advised me that her assistant manager, Heather would be calling me on Sunday to confirm delivery of the original sofa.
I didn’t receive a call from Heather on Sunday so I called Macy’s back on Monday. Heather had no idea what I was talking about and Sharon was on vacation. Heather advised me that she would call me back. I didn’t receive a call back. I called again and Heather advised me that she sent the warehouse an email. I asked her, «That’s it? What does that mean? Will the original come back? When will the new one be delivered?» Heather stated that she would call Sharon and call me back. When Heather called back, she stated that there wasn’t anything she could do. I“ll be receiving my sofa a full two months after originally ordering it.
The service at Macy’s Cherry Creek furniture gallery in Denver has been one of the most frustrating experiences I’ve had with furniture retail stores. I would highly recommend not doing business with this particular store and furthermore the retailer.

REPEAT MACY’S FURNITURE BUYER HERE — HONEST REVIEW
We’ve purchased a bed, a large sectional, a leather club chair, a double desk office set, a bookcase, and a couch here over the last 5 years and I can say you will never find white glove furniture delivery like you do from Macy’s at most stores. What’s great about Macy’s also is that most of their items are in stock and will be to you within two weeks from the warehouse in LA, CA. Something to consider when pieces at the Barn and C&B are backordered months and months out.
With regards to delivery and execution, Jesus and his team who delivered my furniture this week did a wonderful job (white glove service) and Ann who was our salesperson at the store was friendly and courteous. We shopped on a weekday so maybe that’s why we didn’t have trouble getting helped as some of the reviews indicate.
The furniture is lovely and has styles for just about everyone. Find a piece at RH or the Barn and I guarantee Macy’s has something that is very similar for a third of the cost.

Utterly frustrated and disgusted with Macy’s right now! Tried calling customer service and I’ve been on hold for over 32 minutes. Same thing last week I called customer service and was on hold for over 25 minutes. No resolution no help no customer service. Our sectional sofa was delivered yesterday and the delivery men did not give «white glove» delivery as stated on their website and on our delivery confirmation. They wore their dirty outside shoes inside my house which is a no shoe zone. They also put together the sectional and did not show my husband how to put it together or take it apart so we cannot move it or rearrange it. I can’t even get a hold of someone now to find out how to put the sectional sofa together or take it apart!!! Will not be shopping at Macy’s for furniture again

That thing where you are actively looking to research and buy furniture for two different houses and the sales people pretend you are invisible– that’s Macy’s.

I don’t even know where to begin. This scathing review is mostly a reflection of Macy’s online services, which you have to deal with when setting up your delivery. First Macy’s sold us a recliner which was supposed to be delivered to us in a few weeks upon ordering. Then the night before the recliner was to be delivered we get a call stating that the recliner was «supposedly’ damaged and we were not able to ship it. Their automated system then contacted us a few weeks later stating our delivery order was ready to be shipped. We set up a time/​date only to get a call again the night before stating that there is no recliner. In fact the person at the warehouse in San Diego told me there never was a recliner. This recliner was discontinued. Macy’s sold us something that didn’t even exist. This purchase was time sensitive and once we thought we had found what took months looking for, we stopped the search, only to realize there never was a recliner. Macy’s screwed us. This was blatant false advertising. Now we continue to receive weekly automated phone calls that our item is ready to be shipped??? AND we are getting charged a $ 50/​month holding fee for something that DOESN’T EXIST??? Their customer service is awful. We have sat on the phone line multiple times for OVER AN HOUR trying to actually talk to human to get us off of this list!!! Take us off the call list. There is no chair. We will not be paying $ 50/​month for a hold fee because… THERE IS NO RECLINER!!! We will never buy Macy’s furniture again.

I could spend half an hour detailing every way my Macy’s furniture experience went wrong, but instead let me just say DON’T DO IT. Don’t buy furniture from here unless it’s something that doesn’t need to be delivered. And if you do happen to order something for delivery, don’t you dare try to reschedule it. I bought a couch from this Macy’s thinking it would make my life easier than dealing with a smaller store, and it was an absolutely miserable experience.

Loved the 4^th of July sale. Cynthia is awesome. Super knowledgable and talks to you like a real person. Great experience!

I am not sure what the other reviews are referring to or simply that the owners and staff listen to Unilocal.Either way, I recently bought several pieces at Macy’s and I never had a bad experience. Certainly nothing deserving of a 1 to 2 star rating.
The staff were never discourteous. There are a couple of different entrances, but whenever I walked in I was always greeted with a pleasant hello and welcome. I walked into the store in everything ranging from a suit to shorts and flip flops with a metal band t-​shirt.
I do hate when you enter a store and the sales staff hovers. Especially in a furniture store. Often you are there to make a sizable purchase and the last you want to do is be rushed or pressured. I never felt that way when I was shopping at Macy’s Furniture. The sales staff obviously work on a commission structure, but once you make contact with one sales person, the rest of the staff seem to know the drill and back off.
When I was deciding between a couple of different pieces the sales staff never tried to convince of one over the other. They left me to make up my mind and let them know when I was ready. In fact I was at the register on a piece, had a last minute question, went back to examine something with the piece and the whole time the sales person just let me work through my process. I might not have bought the piece if my last minute question couldn’t be resolved. However, even when at the last minute the sales associate might have lost out on a sale, I was never pressured or given a hard sell approach.
I really appreciated that. I will walk out a store where the sales staff try to hard sell me.
I cannot speak to the delivery or anything other than the sales experience. In any event I don’t really think the sales staff has any control over that part of process.
I will say that the pricing at this store is a little wonky. However, furniture is not cheap. They do have sales, specials, and exclusives, which can be confusing. I would not recommend walking in this place as a bargain shopper. But if you have a budget I would recommend focusing on your price point rather than the «specials» and other incentives.

Worst customer service I have ever experienced while shopping for furniture. Nobody even stood up to greet me. This is the 3 rd time I have come in and each time is exactly the same. I will never shop here again.

I made the mistake of making a purchase at Macy’s Furniture without checking internet reviews. If I had checked, I would know that they have a terrible reputation for customer service if there is a problem. I purchased a special order chair, was told it would arrive in 9 weeks. After 10 days, I was contacted and told the chair would be delayed 20 weeks or more. As I discovered this is very common with Macy’s. I canceled the order — it is now 6 weeks after the cancelation, which hasn’t been done as far as I know. It is still being «looked into,» Save yourself the hassle and loss of deposit and go somewhere else.

They have a huge furniture selection, but the salespeople follow you around the store like vultures. It was so uncomfortable my boyfriend and I left without buying a single thing. And honestly, it was their loss as we had just bought a house and literally had to buy every single piece of furniture.

STAY AWAY!!! The sales lady Ann and her manager Sharon Lewis are absolute horrible people to deal with. They misguide you and over promise and under deliver. They make it seem like they will take care of you and help when in reality, you get the run around. We ordered furniture 8 weeks in advance and told them we are buying a brand new house and that it’s important we get everything delivered February 24 2012. The day came, no calls. Then Sharon called and said there was a misunderstanding and that the furniture hasn’t left the LA warehouse. She promised I would get it on March 3 2012. Mar 3 comes, which is today, no phone calls. I go in to Macy’s in person for Ann to tell me, «we got an email this morning saying the furniture didn’t make it to Denver“‘. Are you fucking serious? No one even bothered to call me? They promised today, they sent email confirmations and now I have no furniture and they don’t know where it is!!! They don’t offer anything but «I’ll have my manager Sharon call you». I’m so fed up, annoyed, frustrated. I haven’t been able to live in my house for 10 days now and counting. Does Macy’s want to reimburse my mortgage payment? My current rent? My time off from work? This is ridiculous and I will complain everywhere in regards to this customer service. The enjoyment of moving to my house has been ruined thanks in part to these two, Macy’s furnitures «quality customer service» and their overpriced furniture. The saying you get what you pay for in this case is a understatement, more like «here, get ripped off and we leave you hanging»