Macy’s Furniture Gallery

I made my first purchase of furniture at the Macy’s Furniture Gallery in Wayne, NJ. The sales representative who assisted me was Tina Smokler. She showed me several sofas in the style I was looking for and I decided to purchase one of them. Tina did a nice job of showing me the sofas, but when it came to check out, she clearly had no clue of what she was doing. The check out process took 45 minutes as she tried to figure out how to schedule a delivery to my apartment. After two other sales reps assisted her (while rolling their eyes), she finally was able to figure it out. However, the problems didn’t start until the sofa was delivered. The sofa came without the ottoman and was missing one seat cushion. I spoke to a customer service representative while the delivery guys were here, and they told me the sofa was ordered incorrectly, so I immediately called Tina. She said she would look into the problem and call me back, which she did. She did in fact order the sofa incorrectly, then explained that she undercharged me by $ 71.00 and that I wouldn’t be able to get the ottoman or cushion until I paid the extra. I told her that it was her mistake and that I shouldn’t have to pay more, and wait another 3 hour period for delivery. I asked the Macy’s eat the $ 71.00 for my inconvenience, but she said no. I asked to speak to her manager but she wouldn’t connect me. I decided to pay the additional amount but insisted the furniture be delivered on my timeline, which she agreed. The agreement was that the deliver would be scheduled on the coming Friday as the last delivery. On the Thursday before the delivery day, I got the automated call that my delivery would be between 9:30 AM — 11:30 AM.
The entire experience was absolutely horrible! Tina Smokler is the very worst sales representative and doesn’t have the skill set to be working there (or anywhere). This was Macy’s chance to get a potential repeat customer but they blew it. DO NOT SHOP AT MACY’S FURNITURE GALLERY IN WAYNE NJ.

My spouse and I placed a large furniture order with Macy’s next to Willobrook Mall back at the beginning of September. Since the day we placed the order, it has been absolutely nothing but a headache. First, when we were emailed the sales check for our order containing over 20 pieces, our contact information was incorrect and the wrong dining room table was ordered. I contacted Macy’s customer service via phone and after waiting nearly 2 hours on hold, the rep told me there’s nothing they can do for me and I have to go back to the store (an hour away) to fix the problem. I only called customer service in the first place because that’s what our salesperson told us to do. After we went back into the store and ordered the correct table (a huge inconvenience), we got another email stating that our furniture would be arriving in the warehouse October 27^th, nearly two full months after the order was placed. I called customer service and was on the phone with them again for another two hours and as it turns out, the majority of our furniture was sitting in the warehouse or was expected to be in the warehouse closer to the end of September. I was able to convince the customer service rep to deliver the middle piece of my sectional and she told me to call back in a few days to see if any other pieces had come in and to schedule a separate delivery for those items. When I called back several days later, a different customer service rep told me that they can’t split deliveries and that none of my furniture (including the one piece I already had delivered and was sitting in my family room) would even be in the warehouse until the very end of October and to expect delivery first or second week of November. The previous customer service rep had given me the dates that every other piece of my furniture would be arriving in the warehouse (little did this woman know). She proceeded to argue with me telling me that I was wrong and what I was requesting was impossible because the furniture wasn’t even in the warehouse. I hung up with her, called back the next day (Sunday), and magically, every single piece of my furniture with exception of the rest of my sectional was sitting in the warehouse. Then began the argument to have them deliver everything that was sitting in the warehouse. They wanted to leave everything in the warehouse until the rest of the sofa got to them and then deliver it all together. Problem was that I had no furniture in my house for going on a month and half. I was on the phone with this rep for over an hour and she wanted to charge me an extra $ 150 delivery fee for splitting the order when I had already spent over $ 10K and paid two separate delivery fees already. One for a mattress and one for the 20+ piece order. I refused to do that and it had to be elevated to three different managers in order to bypass the delivery surcharge. I was finally able to convince them to split the order and not charge me additional delivery fees.
When the majority of the large order was scheduled for delivery, they put us in a time slot that didn’t work. It was in the morning on a Friday. My spouse and I both work full time and like most normal, working people are not able to be home in the mornings on weekdays. We called back and couldn’t get ahold of anyone to try to change the order. We asked if the drivers could go deliver everything else and then come back to us and make us their last stop. One of us could leave work early and be home around 3pm or so. That was a fight. Finally, the driver called us to tell us he was half hour away, we were able to bribe the drivers with several hundred dollars to come to us last. Living directly outside NYC, traffic is a nightmare; the drivers got here to our home and had to wait 10 mins, they were threatening to leave and my husband was begging them to stay. They waited 10 mins until we got home and the delivery began. We ended up paying the extra delivery fee anyway but directly to the drivers. And as it turned out, it was more than the delivery fee would’ve been directly through Macy’s. We had to bribe these guys with more than $ 300 to delivery our furniture. When they set up our 96″ glass top dining room table, they installed the 200+ pound glass top upside down. Neither of us noticed because there was so much going on in the house at that time, we noticed a few days later. There is an etched and beveled edge on the glass top that now lays face down. It’s very noticeable. We have two mirrored nightstands with stone tops that needed to be installed. The delivery men did not install the tops correctly and they wiggle and move, are on a constant slant and basically unusable. On the same nightstands, when I went to begin loading them up with our usual bedside items, i pulled open one of the doors and the handle came off in my hand. All of the handles and drawer pulls on these $ 700+ dollar chests were so loose to the point of falling off…

Lied too. Purchased «Avondale“furniture today. Additionally a“worry no more» warranty was tacked on. My fiancée and I were promised delivery in a month. A quick perusal of the receipt revealed no delivery date and a post purchase look at reviews indicated horrendous customer service issues. Needless to say we returned same day and requested a cancellation of the sale along with proof of the cancellation. Buyer beware!!!

I wish at this point I could put 0 stars. Macy’s has lost their business from me completely over my last purchase here. We purchased a rug from their tent sale, after being told about their worry no more warranty. It should be called — worry all the time. We were also told anything that spills on the rug should come right off… complete bull. Our dog had an accident on the rug, we called the number to schedule a cleaning with the warranty and it was to an outsourced company. They came and said we didn’t take care of our rug so they denied cleaning it. Are you kidding me?!? So now for the past week and a half we have been playing the holding game on the phone waiting for managers to call us back because the rug department is leased out of Macy’s and to deal with worry no more you can only speak to one manager. We have kept time of all the calls… Within the past week we have been on hold for over 2 hours total and on the phone with different people every time for at least 2 hours. So far no one can get anything done. We thought the store workers were doing the best possible until the store manager said he was going to call back within the hour. We called him back he said he was waiting to talk to one of the employees. We called back and he had left for the day. Maybe Macy’s has learned an awesome business practice by not paying for any managers… I guess that would save money. Awesome job not worrying about the customers Macy’s. We are about to bring you the rug back and just leave it with you because at this point we want nothing to do with you.

worst experience with furniture i have ever had first i go in and i tell the lady who sold me my bed that we had a sharp turn going into my apartment she said not a problem we can do it. Then the day of delivery comes and they could not get my bed up the stairs with the turn the delivery guys then told me the lady at the store should’ve set up an appointment to measure the turn and let me know then so i can decide then i now had already gotten rid of my old bed and had to sleep on the couch for a week and a half. then the next time the shipment was scheduled i was at home between my time frame and get a call at the end of it saying they are running a hour and half behind, i waited in my house for the whole day on holiday weekend and my day off. Then the following week i look at my bank account and macys had charged me twice once on may 3^rd and the next on may 15^th i am so upset that they somehow had my information for that long. i will never buy anything from this store again especially with how rude the employees were to me except the delivery guys they we exceptionally helpful and nice.

Unlike several of the other reviewers, I actually found the sales staff to be annoyingly overbearing rather than inattentive. I understand this approach for commission based staff, but this woman (I will leave out her name due to her utter incompetence) latched on to me and actually kept taking me away from pieces I liked to show me other items. She also insisted on drawing a diagram of my apartment multiple times because she was a «designer» and obviously knew better than me what would fit.
I settled on the Lizbeth Apartment sofa, while we were standing right in front of it. The saleswoman wrote down the ticket number and we went to the checkout counter. It soon became very obvious that technology was not this woman’s forte, but after a lot of fumbling, I had managed to open a Macy’s account (don’t even get me started…) and purchase this sofa for delivery three days later.
Fast forward to the day after purchase. I got an email to check on my delivery and noticed there is only an item number and the description «sofa» and the color. Something about the whole process made me uneasy so I googled the SKU. Lo and behold, it was for a completely different sofa.
Since I live in the city and couldn’t run back over to the store, my parents went over for me with copies of the receipt. The sofa was supposed to be delivered the next day so I didn’t really have any time to waste. It was obvious the saleswoman had keyed in the wrong SKU but she tried to blame anyone else instead of owning up to her mistake. After discussions with the manager and customer service, they were able to at least cancel the delivery of the incorrect sofa. It took awhile but hopefully I will get the right sofa this time. This has been a huge inconvenience and I’ve had to change my schedule to be able to take off work for the new delivery date yet the company seems completely unapologetic.

Before coming to this location, I read the Unilocal reviews and true to form, customer service was lackluster. My sister and I were clearly trying out couches and were zeroing in on a specific style yet no one approached us or asked if we needed help. In fact, all the employees went out of their way to ignore us or be preoccupied with other customers.
That’s fine. We knew what we were looking for and were testing out specific pieces. In this case, it’s perfectly fine to ignore us. I am more than happy to ensure if you are working on commission, you will not be getting mine.
That said, I gave this place two stars because of the size of this gallery. It is away from the mall and is a real showroom so if you are rather self sufficient and know what you want but need to actually try the item out, this is a good place to test drive. If you need more service, maybe we were just one of the unlucky ones.
Just for reference, we came yesterday on Labor Day around 4 pm.

Saturday around 5pm:
Walked in and there were 9 – 10 salespeople hanging out to the right side. No one greeted me. I walked through the store twice and came back 4 times to a dining room set up front, right next to the gaggle of sales people. Sat in the chairs, inspected the table, even took pictures. I also inspected and opened drawers, etc on the matching credenza at least twice.
NOT ONE MACY’S SALESPERSON APPROACHED ME THE ENTIRE TIME.
I will be buying this set but not here. I will probably do it by phone. No one in this store deserves a commission for my purchase. They are an embarrassment to Macy’s and don’t deserve to have their jobs.

Very overpriced and they could care less to make a deal. That worked well for me because by leaving I saved $ 500 by buying something even nicer somewhere else.

I had a TERRIBLE experience with this Macy’s. My fiancé and I finally decided to splurge on a new mattress. We went to a number of competitor’s and all of them promised 3 day delivery. They even specifically said «don’t go to macy’s, you’ll be disappointed». But I didn’t listen and I went to Macy’s because they were having a mattress sale. When we got there we wandered around the mattress section for 40 minutes while the sales people chatted amongst themselves. WE had to ask to be helped. We told the salesperson, Anthony, the mattress we wanted and explained we wanted an adjustable base that had a massage feature and a cordless remote. Then we told him a second time. Then we went to pay and the price came up lower than we expected so I repeated, «so this is the base with the massage feature and the cordless remote, right?» he said yes. We waited 2 WEEKS for delivery and received the wrong base. The base we have now has a remote WITH a short cord that doesn’t even reach to the top of the bed. It also doesn’t have the massage feature. We called both the customer service line and the store and they are not sympathetic what so ever and are telling us that it will take another week for delivery of the right base and we have to pay the difference. Thanks but not thanks, we will be returning the base and the mattress and sleeping on the floor since we already got rid of our old bed and mattress.

I remember this place being very expensive. Way out of my price range. Thankfully they have a clearance section.
I came by with someone else who had to exchange some furniture. I saw that many reviews complained about the customer service, but we had a very easy exchange. Unfortunately the high prices prevent me from giving a higher review.
If you are looking to spend more, Macy’s is the place for you. If you are on a budget I would recommend looking elsewhere.

I went to the store on Saturday to buy a sofa set but it’s out of order. So I asked the sales lady Maria if I could buy the floor sample. She checked with the manager and told me yes but I have to wait till Tuesday to get the sofa. She also told me I can get 30% discount since it’s a floor sample. That’s a good news. I confirmed with her that if it’s for sure I can get the sofa on Tuesday and although she’s off on Monday, but she said she will still call me on Monday to confirm. Monday I didn’t get her call. Tuesday I called her back and checking the status. Obviously she forgot about my sofa so I reminded who I was. Then she remembered and she will check with manager again. Two hours later she called me back and said I can’t buy the sofa set at 30% off. I have to pay the regular price because the warehouse has more inventory and they don’t want to sell the floor sample to me anymore.
What a surprise! I can’t believe that the store couldn’t keep the promise. If they told me earlier, I could have bought the same set at another Macy’s store, or buy another set at 10% off (the 10 off promoted ended on Sunday). This store just doesn’t care about the customer and has no reputation at all.
Stay away from this Macy’s furniture store!!!

Day 1: my boyfriend and i ordered a couch for our new apartment, when we purchased it we told them our building only accepts deliveries until 4 pm, they told us our delivery was scheduled for 2:30 pm and we had nothing to worry about.
day of delivery: At 330 pm we still had no couch and our building was telling us the elevator padding needed to be taken down in the next 15 minutes. We kept calling Macy’s and they kept saying the ‘truck is on the way. Around 4:15 pm it finally showed up. We had to BEG our new building to keep the elevator padding up, needless to say they weren’t thrilled and this was not the way we wanted our first day in a new building to go
the couch was not what we expected based on the model in the store. we called to return it (this part actually went smoothly) but the next available time slot to pick it up was in 10 days
Today (⁷⁄₂) the Macy’s couch was supposed to be picked up. My boyfriend took off of work to wait for the truck and they never showed up. Now we have our new couch being delivered tomorrow and have been waiting for 5 hours for a response from Macy’s as to when they will fix this and get the couch and they still have not provided us with any information. The manager on duty keeps telling me she has sent emails to the warehouse, but when i asked if she had actually picked up the phone to call them she said no they respond faster to emails.
this has been the worst customer service i have ever dealt with. its not worth any sale or deal you may find in their store.

Wow. I would say that this was the single worst purchasing experience I have ever had, except that it was actually broken down into three awful experiences.
I will soften my review by starting out that the actual process of shopping was pleasant. The salesman Mike, up to that point was knowledgeable about the wares, and answered all of our questions as best he could. We picked out a 7 piece dining room set, 3 piece leather living room set, and an ala carte 4 piece bedroom set. All told about $ 8500. So far, so good.
Then the unholy clusterfuck started. First Mike added the protection plan, without asking, then added it again after we said no, blaming the computer. Eventually that’s cleared up, and he begin the laborious process of actually ringing us up, which took a good half hour. Constantly pestered us about opening a charge account, after we repeatedly explained we were paying cash, and watching several other customers get turned down by their system anyway.
Some time later, Mike started mumbling «oh no, no» and etc, got a horrified look on his face, and ran into the back office, without explaining anything. came out, scurried back, came back. Eventually, after we were already aggrivated, Mike explained that while attempting to split our purchase into two shipments, to accommodate some pieces being on back order, he somehow managed to completely cancel out PART of the order.
It of course was not even the same split, which would have made more sense, but was half the living and dinning room sets. No way for him to restore it, a new sale had to be done, and re-​authorised with our bank account. We were already at our spending limit for the day, and the original full hold was in place, despite some of the order being canceled. The Manager, whose name escaped me, very brusquely tried to convince us that our bank would let it go through, if we let them try. Our bank very firmly told us that was a bad idea.
So we set it up to re-​authorise the remaining purchase for the next day, over the phone as we had to be out of town the next few days, and went about the rest of our day, pretty pissed off. The manager eventually gave us 20% off the second purchase, but only after several hours of drama and incompetence. But we thought the worst was over.
Shit was i wrong.
Fast forward a few weeks for the delivery time. Its then that we discover that we do not have a single complete, correct sales check, bill of sale, or receipt. We didn’t lose them, we simply didn’t have any, and were never given any due to a variety of bad reasons. And they’re kind of important because I needed the sales check # to track the orders.
So delivery day is upon me, which is great because I had given away my old living room, dining room, and bedroom furniture to charity after a recent move, I have nothing to sit on, my mattress is on the floor, and my clothes in dufflebags.
I end up calling customer serivce, because I was having alot of trouble finding my orders online, what with the incomplete data and all. Turns out THEY SPELLED MY NAME WRONG! Left off 3 kind of important letters! And the had the WRONG ADDRESS!!! Thankfully the very polite and helpful CS rep got through to the delivery guys, and updated them. Then she just happened to look up my other recent orders, to help me out.
Turns out, that my couch, chair and ottoman order had been canceled, weeks ago, for no good damn reason, by someone named Juan. And noone bothered to tell me about it, even though the only correct information on file was my phone #! Just dandy, whatever, I’ll reorder it.
«But wait, I wondered, why was i still charged several grand?» «oh» says the nice CS lady, «it looks like you’re scheduled to receive TWO whole 7 peice dining room sets today. Er, did you order two?»
No. No, I did not. WTF.
So as the nice delivery guys show up, and after i decline one set, and my fiancé mixes and matches chairs from them (two of 12 were damaged), I call back Macy’s Rt 46 furniture. I eventually started talking to one of the managers, Janina, after our salesman proved to be about as helpful and genuine as a Richard Nixon mask. My fiancé and I tag-​teamed calls with her, as all parties involved were getting very frustrated and flustered; Janina was literally speechless a few times.
No real apologies were made, no explanations were given; just excuses, and bad ones at that. No one at that store had a clue what the hell happened, or so they claimed. None of the people we talked to offered to make things better, which is commandment #1 of Customer service in my book. Instead, we were made to feel that our having attempted to make a significant purchase with them, was a pain in their ass. Kept making things worse.
I still have no receipts, despite assurances that they were mailed to me, and I disagree with what i was charged. The math aint right.
Bottom line, GO SOMEWHERE ELSE!!! Try raymour and Flannigan, where I eventually got my couch. Nice people there.