Asha K.

Had the WORST experience purchasing a VERY expensive TempurPedic mattress from Macy's. When we were deciding on a mattress, we visited Macy's physical locations several times, no one helped us. Okay, fine. So we decide on a mattress and purchase it online. A few days later, we were contacted by the Sales Department to add a Value Protection Liner for $160 ($186.91 after tax) to maintain the warranty. We were advised that Macy's would replace this liner if it ever got stained or ripped. I agreed to this charge and provided a new card number for that transaction.

When the mattress was delivered about a week later, it arrived by itself with no liner. I immediately called Macy's to ask what happened to the liner. They told me it was never ordered (okay….) because the previous person had not fully submitted it when I spoke to her the week before. So I ONCE AGAIN placed the order with that salesperson, who proceeded to charge me TWICE for this mattress liner (so $186.91, twice). I was advised that the first charge would fall off, because it was in error, and the liner would arrive in a few days. I requested email confirmation, but never received one. So once again, on the following Monday (I paid the previous Friday) I followed up with Macy's to make sure things were set up correctly this time. Of course, they were not. I was advised on this call that the ordered was CANCELLED because the card was declined (how?!? When I was charged?!?) and now they can no longer honor the Value Protection offer because it's been too long since the delivery. What?!?

So now I've been waiting almost a week to get my money back for a product I'm never going to receive. The "manager" was so rude, literally said "I'm sure you can find another mattress liner". I am absolutely incensed. Our mattress was more than $4000. Macy's is still holding the charges under "pending" so my bank will not release the funds back to me. I have quite literally been stolen from. And at this point I'm considering pressing charges. Will NEVER use Macy's again.