Macy’s Home Furniture Store

Breaking the magicians code after the sale with a wall of text:
TL;DR Don’t but the warranty, use the Manufacturer’s Warranty!
If you buy furniture and purchase the top of the line ‘Worry No More’ warranty with the idea that if /​when something were to happen with your furniture, you’d be ‘taken care of’, please consider the following before you drop that extra cash:
1) Macy’s and ‘Worry No More’ are separate entities.
2) You have different warranties for different pieces of your furniture. Something like 2 years for foam cushioning and 5 years on the frame.
2) Macy’s deals with the manufacturer of the product first. Know what is covered specifically for what lengths of time and take notes with names and dates conversations took place! Don’t rely on the pamphlet you get, ask!
3) Both companies contract out to third party contractors to address reported issues. These third party contractors are not related between the two businesses.
4) A claim made against your eventual damaged furniture within the 7 years of the warranty you paid for, by calling in to Macy’s, is NOT a claim in to your ‘Worry No More’ coverage.
5) You cannot address other issues outside of your claim with the dispatched contractor of the claim. They are not there to hear it. Each issue must be independently identified.
6) For Macy’s, coverage is decided at the time the dispatched contractor assesses the issue personally. They will take pictures and leave the room to speak with Macy’s on the phone. They will come back in to the room to let you speak with the Macy’s rep who will tell you whether or not you are covered. Parts will be ordered and you will need to schedule a different visit for the install. Take pictures too on your own phone and email them to yourself for time/​date stamps for (
).
7) ‘Worry No More” has an method of questioning you on the phone that helps determine coverage, it’s not just that you do or do not have this 7 year warranty. If you are covered after they determine from their magical algorithm that you are covered, know that THE TIME YOU SAY YOU NOTICED THE ISSUE TO THE TIME YOU REPORTED IT, is added as counting towards your warranty. This means during the questioning portion with the rep, if you say you noticed the issue 3 weeks ago, that 3 weeks is deducted from your warranty coverage. They actually count that time and add it to the back end of your warranty. Is that even legal?
That means… wait for it…
If you are… 3 weeks away from your 2 year manufacturer warranty on ‘Foam Resilience’ expiring, The ‘7 year Worry No More warranty rep’ will take in to consideration the amount of time from the moment you said you noticed the issue and deduct it from your warranty coverage. You are now magically not covered. See how that works? Another example…1 month away from warranty expiring, see an issue, report it and state you noticed it a month ago = just over the warranty coverage time frame = not covered. You took too long to figure out it was an issue and that is your fault.
But you CAN call Macy’s and see if they will cover it as Macy’s works with the Manufacturer and «they can probably cover it». ‘Worry No More’ reps do not let you know this until after you’ve answered all the questions. So when they’ve asked you for the 6^th time, «When did you say you first started noticing the damage/​issue again?», that is why.
8) ‘Worry No More’ will check the manufacturer warranty on your item and push you to the manufacturer via Macy’s before they will cover you. If the manufacture has a 5 year warranty and you purchase the 7 year ‘Worry No More’ warranty and the frame goes bad on your item within 5 years, ‘Worry No More’ won’t cover you. They will push you back to Macy’s which will dispatch a third party contractor and they will determine if you actually get covered by the Manufacturer. See #7
9) Only when your Manufacturer warranty has expired will that 7 year ‘Worry No More’ warranty actually help. But let it be known that it’s a 2 year extension off the manufacturers 5 year warranty and you are heavily questioned from several angles, as to how the product became damaged. See #7
10) If ‘Worry No More’ cannot fix the issue, the amount you paid for your warranty can be applied to the purchase of a new furniture piece. You don’t get a replacement for free. All of this is probably to prevent insurance fraud and people taking advantage of warranties in attempts to score free furniture however we are not those people and as a result will never buy a ‘Worry No More’ warranty again. It is complete bullshit.

When I needed to furnish my new home, I have browsed and visited several different furniture stores. When I entered Macy’s, Patricia was in my case, she was all attentive and helpful to me. She answered all my questions enthusiastically and so politely. She introduced all the items that I was interested in. When I made my order, she enlisted all the promotions and all the possible discount that her company had to offer. I was very happy and satisfied that I have taken in all the furniture I love at best price.

This place is a Joke!
The sales reps will tell you anything they think you want to hear to make a sale. the extended warranty with «www​.wor​rynomore​.com» is completely WORTHLESS! The worrynomore reps will do anything possible to not help you and just push your calls to Macys, then Macys tells me that my warranty is only valid with Worrynomore and they forward my call back to them.
with a single claim on a couch thats under warranty, Ive currently spent a total of 22 hours on the phone between Macys and worrynomore, and have gotten nothing resolved. Macys sent me parts to fix my defective couch and said once the parts arrive to my house, they will schedule a tech to have the new parts installed. now that the parts have arrived, neither company will accept responsibility for installing the new parts and keep pushing me under the rug persay.
DO NOT Buy anything from Macys furniture department no matter what their tricky misleading sales department try to get you to believe about their products or their extended warranty program.
Thanks to Macys, I now only shop at Costco for large home items. Costco treats their customers with respect and they back all their products with a no questions asked customer service response. the way it should be! Screw Macys and their misleading sales tactics and horrible customer service and BS extended warranty!
0 stars!

Received an excellent service from Steve. He’s very attentive and helpful. Explained the discount rules thoroughly and made me got a better deal than I thought. Thank you so much Steve! You made my day :)

Marjan helped me select a new mattress for my son. She was kind and very attentive. She ensured the delivery was on time and most importantly, the mattress was a perfect choice. Excellent quality and my son loves it.

Although the items are very nice, the customer service here is just not up to par for me. I feel like the money you’d spend here, you should be treated a little better, but that was not my experience. Moving on!

We were upsold a $ 4,000 mattress and were told to sleep on it for a few weeks before returning it because we needed to to make sure it’s broken in. We were NOT told there would be a restocking fee of 15%!!! of a $ 4,000 mattress nor were we told we could return the bed within 3 days for free, no fees. We knew on the second day of trying it that this high end choice, was not going to work, but we figured we would wait the few weeks (as told by the sales man) to make sure we wanted to return the bed.
We went into Macy’s to discuss our return and choose a new bed. After being told of the fees we got on the phone with customer service to see what can be done. We were furious. Not only do we have to pay these fees, but we have to pay for the new bed out of our own pocket and we were told we will NOT be credited back until Macy’s gets their bed back. That part I do understand, but we couldn’t afford to buy a whole new bed with the $ 4,000 we had already spent on the previous bed. Customer service was horrible and we said we wouldn’t buy a new bed from them unless they waved the 15%. There was no wiggle room whatsoever on their end. Finally, after my furious fiancé told them we won’t buy another bed from them, they compromised on only charging a 10% fee! That’s $ 400 just to return the bed we weren’t happy with in the first place. Just know your return rights when buying a large purchase and be aware that you HAVE 3 DAYS TO RETURN FOR FREE!!! We weren’t told that and were completely misled.

They need to hire more people ! Currently there is one employee at the register and no one on the floor to sell!!!

Macy’s SUCKS! is on my Macy’s credit card.
Our terrible experience started on a celebratory day of buying an anniversary gift. We chose Macy’s jewelry department. First terrible mistake! Customer service is mediocre if you are purchasing. This must be the only incentive for the employees. As we have 12 different phone/​in person encounters Macy’s has charged me late fees and submitted credit damaging ratings affecting my credit score.
Date of purchase — sales person never disclosed final monthly payments and barely spoke two words after purchase was made. We asked several times to the person we were asked to give personal information to. We felt the process is horribly inconvenient for the sales person as they just care about the sale and quick commission.
I was never sent my Macy’s card, I was never contacted via email phone or written mail correspondence on my bill and or payments. It has been 5 months and Macy’s has not sent a bill since I purchase. I have received mailers, coupons and credit notifications but they refuse to send me a statement, credit card or anything regarding my credit card payments.
They have sent me to an internal collections agency and have sent letters of failed correspondence after I have made 10 phone all a, sent written inquiries and spoken to at least 5 supervisor and am still being with held my credit information.

Pathetic customer service! My and wife and I bought a sectional couch and decided to not go for the worry no more plan on the day I purchased the sofa. Unfortunately the rep had billed is already and requested to reach out to customer service and guaranteed that they won’t charge us because the couch wasn’t delivered. After the couch was delivered Macy’s conveniently charged me for the worry no more plan which was a significant amount of $ 458. Called customer service almost 4 – 5 times and the answer I got was I’ll be refunded within 5 – 10 days. First time when I called they said they had initiated the process which was a blatant lie. Finally they initiated the process on 5^th Jan however today is 20^th Jan and I still haven’t received the money back. This is extremely disappointing from such a big national chain to not provide correct information. I received the same canned response from the in store guys when I went there twice.
I’ve wasted enough time to get refund for something which the in store rep couldn’t handle and wouldn’t buy anything from here going forward.

I came to give a payment and was standing in long behind a customer who was already paying. The employee behind the counter asked why I was waiting in line and I said «to make a payment.» She then said «you can go to another cashier.» I said it it was okay and that I would wait. She then sort of rolled her eyes and in a bad mood said, «okay, fine. You know what. Just come around to the other register.» I was appalled. I didn’t say anything but the lady needed to be more polite. That’s the last time I’m going there. Horrible. I’ve never been treated like that.

Don’t like the furniture here at all. Went today to look for a few things for my new place and no one would help me and everything was plain and boring. I only recommend clothes here. Sorry…

If they don’t have what you’re looking for, chances are it doesn’t exist. This is the largest Home Store I know of in the area so they’re always stocked with everything. There have been times when it’s been hard to find an employee, but other times where I felt like everyone was begging for me to show any signs of confusion so they can help us. I guess it just depends on the date & time of your visit.
Because of the larger inventory, my wife and I set up our wedding registry here and the employees who helped us out were incredibly helpful. It made for a fun experience. Something I really wasn’t expecting.

HORRIBLE HORRIBLE HORRIBLE SERVICE.
I had a gift card that needed a manager to process, the manager ANA MENDEZ showed up 45 minutes later and didn’t remotely apologize. She was rude and not remotely conscious of wasting almost an hour of my time. She had the audacity to say that she IS customer service, when I asked to complain to customer service. She was a horrid example of a leader and shouldn’t remotely be allowed to deal with customers without extensive training on kindness and efficiency. I LOVE Macy’s but I will never shop at this location again.

Wish we registered only here instead of Bed Bath as well. So much more you can purchase Macy’s.
This location in particular is great. It’s 3 stories and there is both a Macy’s and Macy’s Home across the street. So you are covered.
The Macy’s home also has a restaurant with cooking classes. For kids and adults. Which is a nice option.
Like any other Macy’s location, things tend to be on sale all the time and there is usually a store-​wide special going on.
Not sure if this is at most other Macy’s but get ready to wait a long time at the wedding Registry if you are behind someone who is returning items. That always seems to confuse the cashier. Or maybe my husband and I are the first couple to return things to this Macy’s? I doubt it.
But yeah. Good Macy’s location. Do your wedding registry at this one if you live in the OC.

This is not a store that I normally shop at but this last valantines day was a hit because of this place. I was looking for an upscale gift for my wife and after a few stops and right before I was ready to give up I ran in to a great employee that helped me find what I was looking for. A little pricy but it worked out great in the end and was all worth it.

Compared to Saks 5^th, Bloomingdale’s and Nordstrom’s, the Macy’s located in South Coast Plaza is like a Target. But that’s why we love Macy’s.
Hubby and I have a Macy’s card, so we do get those coupon deals every other month or so. What’s nice is that I sometimes have multiple gift cards that I can use, as well. Case in point: got a Coach wallet that, after discounts and a few gift cards, went from $ 90 to around $ 5. :D
When we come to this Macy’s, we normally venture to the men’s section (where hubby enjoys the selection and gets majority of his work shirts and pants from Macy’s), and I venture into the purse section. We both visit the watch section, though, where they have Longines, Citizen, Tissot, and a few other higher-​end watches. We’ve never had an issue at the watch section with any of the employees. In fact, they’ve all been very courteous and professional, as well as knowledgeable about the products. There is this one woman at the purse section (who seems to always be near the Coach area) that is absolutely awesome. She’s very helpful, always cheerful, and very kind.
Be warned that some of the salespeople can get a little frustrated, either because of language barrier with other customers, or because, honestly, customer service gets abused… a lot. «No, ma’am, I can’t give you a 30% discount because you’re asking for it.» «No, ma’am, I can’t give it to you for free.» «Ma’am, that „scratch“ is part of the design; I cannot give you a discount because you don’t like the design.» Yet, despite all of the crazy customers they deal with, hubby and I have always had no issues with any of the staff.

One thing I love about Macys is the frequent sales and coupons. This particular home store has a huge selection on multiple levels. Everything from fine china to furniture to kitchenware to linens, they have it here. They have some awesome deals sometimes and the staff is really helpful. Lots of variety and options. I’ve purchased a number of home items from this store including a lavender comforter that was perfect for my bedroom.

Sadly we had to return the sectional. Initial delivery was excellent, although a bit late. The back of the long part of the couch had a couch piece that didn’t quite line up, so we ordered a replacement, which came pretty quick. Unfortunately, the new piece was worse than what we had, and they said they would bring another the following month, and return the couch if we weren’t satisfied. A month later we get the second replacement, and the delivery guys are several hours late, with no call. One of them is obviously in a bad mood, and drops the piece in the middle of the living room and says «Bye» to us. The other guys tells him they have to put it together, which they do. Of course it doesn’t fit.
After a run around from the expediter and the delivery guys, I manage to get them to return the couch, which takes some demanding on my part. It’s late and they’re tired. In the end, I got a full refund, and was happy with that. If this couch’s long end had rested against a wall, I would have kept it, as the alignment would not have been visible. Over all happy with Macy’s for honoring the return.

I *heart* this location of Macy’s Home Store.
You’ll find luggage, kitchen electrics, pot & pans and the café on the 1^st floor. On the 2^nd floor, you’ll find all of the china, crystal and silver you’d ever want or need for twenty lifetimes. And on the 3^rd floor is the towels and linens. I’m still amused by the electronics kiosk near the escalator on the 1^st floor.
I adore this location for it’s easy parking but especially for when their Hotel Collection towels are on sale. For a house brand, they are great!