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To Whom It May Concern,
Good evening. My name is Steve Layden and I recently made a purchase of a Champagne bedroom set, Champagne dining set, as well as the matching Credenza for the dining set. Originally, our delivery date for the bedroom/dining set was to be the 27th of September, but that order got broken up into two shipments and I received the bedroom set on the 27th, with the dining set being delayed.
Before the end of September, I also included the matching Credenza with my order. The Credenza was delivered October 5th. This is when the issues started to happen. My original delivery window was set for 10:45 - 12:45PM. I received a call around 9:00AM to confirm delivery. Somehow, the delivery address was my previous address, which is in Burlington Township NJ. I advised the representative over the phone that I had no longer lived there, and was unsure of how that was entered into your computer system considering I included the Credenza as part of my original order.
That being said, the drivers went to my previous residence BEFORE my scheduled time frame. I was not even home at the time of delivery. I was out getting groceries because I had planned for a 10:45-12:45 delivery. When speaking with the representative on the phone about the delivery situation, she made it sound as if it was MY FAULT that the drivers were at the incorrect address and that we MIGHT have to reschedule. They said they were going to call back in a few minutes. About 30 minutes later, I received a call confirming delivery within my time window. Why I was even stressed about having to reschedule is beyond me, but the delivery system that you have put in place is SERIOUSLY flawed and needs to be corrected. As a customer, I should not be waiting around for information, rescheduling calls, and/or confirmation calls on the day of delivery. There was a lot of time for you (Macy's) to get the product and delivery information in order to make a prompt delivery with no issue.
Then comes the dining delivery. This has literally been the single worst experience I have ever had with any purchase I have made in my life. I have been writing on Twitter and Facebook about my dissatisfaction, and I have been advising anybody I speak to, to not shop at Macy's because of how terrible my experience has been. Mind you, I have spent over $6,000 on furniture. That might sound like chump change compared to the net income of 1.34 Billion that Macy's took in last year (2012). I will continue to speak negatively about Macy's and I plan to include this experience in a Blog that I write. I also will continue to post on Facebook, Twitter, and any Macy's media and/or social media outlet. I have spent a large amount of money and I feel like this problem needs to be fixed by returning my money back to me. I am not looking for Macy's gift cards, as your customer service rep offered me. I plan to never shop at Macy's again.
My dining room set was scheduled to be delivered from 1:15-3:15PM. I was called the day of and advised that there was a "delay" in shipping and it had to get pushed back until 3:15-5:15PM. Mind you I had to take a half day and my girlfriend, who also lives at the residence, also had to end up taking a full day off work. We both work on commission and easily lost thousands at the hands of Macy's. I had to use personal time, which I had not planned on using. I now cannot use when I need it. My girlfriend also had to use a full personal day after having to go into work briefly. Realizing being home during her lunch break to accept delivery was not realistic, she had to be home all day. There was so much lost financially on the day of SCHEDULED delivery. ALL AT THE HANDS OF MACY'S!!!
At 4:45PM, I had to call Macy's to see where the truck was. As per your delivery policy, I am supposed to receive a call 30 minutes prior to delivery to confirm. I called in, was placed on hold, and was told that the delivery truck was going to be at my residence shortly after 5:15PM. I said "ok".
At 6:13PM I reached out again to Macy's, and that is when I was told the delivery truck was "broken down" for over an hour and that my delivery was to be rescheduled. I was offered a $50 Macy's giftcard, which I immediately turned down, because my time and frustration are worth more than a miserable gift card to spend at a company I now despise. I was told I was going to get a call to reschedule in 10 minutes. I asked to speak to a manager, and was placed on hold for over 10 minutes. I was then hung up on by your representative. I STILL HAVE NOT RECEIVED A CALL!!!
My girlfriend also called at about 6:05PM regarding the delivery because she had a reservation for dinner with her parents and grandmother. That had to be cancelled as well. The representative told her that the truck was at my house at 6:12PM, and clearly, the truck was not there because she was at the house waiting. That representative stated that they had called me 4 times with no response. Just to let you know, I work for a global telecommunications company and any call that is placed to connect to my phone would have been either received or directly forwarded to my voicemail. There were zero call attempts made to my phone. That being said, there is a secondary number for a reason, which was my girlfriends number. We were never contacted regarding any issue. We had to reach out to Macy's EVERY SINGLE TIME. How is that proper business?!?!?! The customer is priority and should be in the loop at all times!
The representative told my girlfriend that the truck was at my house, but then later said the truck was broken down for over an hour before 6:00PM. Then the representative told her that the truck was already unloaded and not able to be rescheduled until at least Tuesday. So in one statement, the truck was at my house, broken down for over an hour, and unloaded at a warehouse. Absolutely terrible service. We have been cheated and lied too on multiple occasions. I am still waiting for my furniture to be delivered. I expect a solution. I expect a solution QUICK. I expect to be compensated financially. I expect that to NOT be a Macy's gift card. I spend over $6,000 and it has been an ABSOLUTE waste. This entire email is going to be posted on all forms of social media and I will ensure that I contact as many media outlets as humanly possible to ensure that Macy's is looked at in a negative manner.
Thank you for your time.
Former Macy's Customer,
Steven Layden
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