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Business Profile

Furniture Stores

Macy's Furniture Gallery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Buenas tardes estoy haciendo esta queja para la garanta de los colchones de Macys especificamente al compaa worry no more ya q todos los reclamos q hago son denegados no entiendo el porqu adems las personas q contestan no saben lo q uno est hablando y no entienden ademas la aplicacin de ellos es demasiado complicada para hacer los reclamos y siempre los niegan por cualquier cosa necesito ayuda gracias

  • Initial Complaint

    Date:11/29/2023

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have sent three emails to this so called business..I don't get any reply and it says they have a overstock that's why the items are being sold so low..There is a number and a GA address..I assumed that it was probably coming out of Chinia and I don't have a issue with that...However the tracking is all in Chinese there is no way to translate and it looks like it was completely stopped even shipping on the 22nd of this November...I just would like it checked out even if I don't get my money back I don't want anyone else going through this..They are advertising all the time within the Facebook marketplace and they need to be shut completely down doing this to people if they are not reputable..I have never had a company not respond my whole adult life when a inquirie about a purchase I made with their company..I have sent a email telling them I want a reply or a refund or im reporting but I still feel they need to be checked out..There are to many people out here struggling to be ripping people off..

  • Initial Complaint

    Date:10/12/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a sofa over Labor Day Weekend from Macy's Furniture. I paid a non-refundable deposit at the time and was told the remaining balance would be due upon delivery of the sofa. I was also told that I would have the right to refuse the sofa upon delivery if it does not meet my expectations. The sofa is not expected to be delivered until mid-November, however, every 25 days, Macy's has been placing a hold on my card for the remaining balance. This has happened multiplle times and caused my bank (Wells Fargo) to flag the charge for fraud and cancel my credit card. I never gave Macy's permission to continue placing holds on my credit card for the remaining balance. They have no business "verifying funds" when the balance is not due for another month upon delivery of the sofa. My card was cancelled because of the fraudulent activity. Their customer service department threatened to cancel my order if I do not provide them with a new credit card to put on file. I have told them I will pay for the sofa upon delivery as was agreed upon when I signed the paperwork and paid a non refundable deposit. Macy's does not have my permission to continue placing fraudulent holds on my credit card. If they cancel my order due to their own actions, I want my deposit back,

  • Initial Complaint

    Date:10/12/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The items were delivered with bedbugs. I opened one box and I've been fighting with these bugs since delivery and it has cost me significantly but I refuse to open the other package since I've seen them peeking out and placed them in an entirely different room that isn't in use at this time. I'm just frustrated with this issue.

  • Initial Complaint

    Date:04/17/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We ordered more than $18,000 worth of furnitures for our new home from Macy’s but we are facing issues with almost every furniture. King and Queen Bed: Initially they messed up the bed rails (switched queen to king and vice versa), which made us sleep in the floors for nearly 2 months. Dining Table: The chairs of the dining table were damaged on arrival and we requested for exchange of chairs but we still didn’t receive the chairs (it been nearly 2 months) Server/Buffet Table: This item arrived late and badly damaged on arrival.

  • Initial Complaint

    Date:04/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 31, 2023, I ordered two dining chairs from the Macy's Furniture Dept. Within 24 hours, I received an email stating that the two ordered were in process, labels from *** had been created and that I should receive both chairs on 4/10/23. So I started tracking the order to ensure I'd received it. A few days later, I then received an email from *** stating the order delivery date will be provided as soon as possible. I called *** and they stated that they just received the label info, not the merchandise. I called Macy's Furniture Dept. TWICE. Both representatives stated that the merchandise had been sent to Macy's last week. They asked me to wait 24-48 hours, the *** website should update with a delivery date. It is now 4/10/23, and *** still has not received the merchandise from Macy's. I called Macy's and the representative confirmed that the order was still processing. When I asked him to contact the vendor to get a date on when I could possibility receive the order, he put me on hold and then gave me the website of the vendor the chairs were ordered from. I told him why would I call when I have nothing but an order number from Macy's. How can I confirm anything with the vendor. Macy's should be able to take care of this. The representative from Macy's stated that all he saw was that the order was processing and he could not contact the vendor to find out any information. He was absolutely no help. How is it that you can pay for two chairs and Macy's cannot give me any information on where, when or how I will get my merchandise. I want to receive my order, but need to know when. That is all I am asking.

  • Initial Complaint

    Date:03/27/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I filed a warranty for my defective mattress. The warranty was confirmed. We decided to pay more on the difference for the new one. The scheduled delivery and pick up was scheduled for 3/7/23. Upon arrival 2 men Norman and his associate brought in my mattress. They picked up my old mattress and left my residence. Ive now been waiting for 3 weeks for my refund to now be told they have not received it. They now are saying it was not on the manifest. I'm now out $800 cause someone did not do their job? I keep calling and begging for help and same answer 7-10 business days. I would even be willing to call this Norman so he can confirm it. Also this delivery receipt doesn't have my signature or initials on it that they are using against me. I have all emails receipts and communications. Please help.

  • Initial Complaint

    Date:03/22/2023

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last fall I was given a credit through Macy’s warranty program to reselect furniture because the damaged bed covered under this warranty was no longer in stock. This credit was for $844.60 on voucher ************ (aka sales check ********). On 12/23/22 I received confirmation of this credit (attached). In January I purchased a mattress as my reselection item, which was delivered on 2/10/23. The credit for $844.60 was attached to this purchase and was to be refunded when the old merchandise is picked up. The old bed was picked up on the same day the mattress was delivered, which was 2/10/23. On 2/18/23 I received an email confirmation saying the refund for sales check ******** had been processed, but to my shock it was only for $59.60. I immediately emailed them back and received nothing but automated responses without any explanation (emails attached). I tried calling them on 2/18, 2/19, and 2/20 but their system kept disconnecting the calls due to “technical difficulties”. When I finally got ahold of someone on 2/21/23 it took 25 minutes to finally get someone to understand the problem and was told the correct refund would be processed within 7 days. This did not happen, so I contacted them again on 3/2/23. At this time I was told that the refund had already been processed and that it would take time, to give them until 3/14/23. I requested confirmation that a refund had been processed (like the email I received for the $59.60) and instead what I got was an email saying the reselection credit was issued (attached). This does not prove a refund was processed. On 3/14 I called again because of course still no refund and was now told to wait until the 21st. I asked to speak to a supervisor and was told the supervisor wasn’t available because she was working from home (not how WFH works) and that she would contact me the next day. That was another lie, and as of today there is still no contact, no refund, and no explanation from Macy’s.

  • Initial Complaint

    Date:12/31/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The springs already are giving out. I purchased in Sacramento and think they sent a floor model. I'm a macys card holder and purchased on my card. Platinum member card

  • Initial Complaint

    Date:11/24/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a living room suite that is being custom upholstered before Labor Day 2022. I was notified first week of November that the furniture was ready for delivery. I scheduled the delivery and they never showed up. The rep I spoke to said the driver never showed up to work. **** sent me a tracking text to track the driver for that day and it kept updating to a later time. No one ever called me. I called immediately the next day and rescheduled again. They couldn't get me in until 3 weeks, the day before Thanksgiving. Again, they never showed up. I called 6 times and spoke to someone different each time and got a different story. Now I don't think the furniture was ever upholstered and that eventually I'll have to cancel my order and be out the 10% deposit they made me place at the time of the order.

Macy's Furniture Gallery is NOT a BBB Accredited Business.

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