Rick H.

We ordered a $3,000 sectional sofa from Macy's which was delivered on February 5,2020. Macy's contracted with a third-party delivery company that they call "White Glove" delivery for this delivery. The end piece sectional was scrapped against our stucco wall coming into the house even though the plastic bag covering it, was removed and sat in our driveway while they brought it in. Secondly, the connectors to connect the sectionals were put on unevenly leaving only 3 legs touching the floor causing instability and an uneven line in front. Macy's scheduled to replace the two sectionals for Tuesday, February 11. The first piece was taken off the truck, completely unwrapped (again) and one of the deliver guys placed the new piece leather-side down on our cement driveway to check the recline mechanism (see photo). I suggested they should put the plastic back on, especially bringing it in the house. He responded, "We got this, man..." They brought the new piece in sans any covering. We then went out to the truck and when they opened the cardboard box to the second replacement sectional, he showed me a 3 inch tear in the side of the new center sectional and said, "We can't bring this one in, we'll have to return it and bring a new one back..." We went in, looked at the one they did deliver, hooked it up and all seemed fine. I asked him to call Macy's, tell them about the additional problem, see if it is in stock, and schedule a new delivery date to which he responded his practiced, "No man, we got this..." I objected saying last time there was a problem, they did call from our house and I got to speak with them. He said they don't do that now (?). He then handed me an iPad and said, "We need your signature for the piece we delivered." I did. Turns out, the iPad said both pieces had been delivered and on February 12, I called Macy's and they said they had no record of the damaged unit. I asked my CSR, Julianna, if I could speak to her Supervisor since this was really all wrong. She declined. I insisted, and Mia, her Supervisor, came on the line and parroted back what Julianna had said. I asked Mia if I could forward the photo of our new piece face down on our cement driveway and she declined. Bottom line? Macy's is closing it's brick and mortar stores all over the country and perhaps this is why the once proud brand name is hiring 3rd world companies to do their deliveries. It is the last Macy's purchase we will make. Buyer beware!