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Macy's, Inc Support Ticket - Gaithersburg, Maryland - Worst Delivery System EVER & Don't care about customers

Macy's, Inc Support Ticket - Gaithersburg, Maryland

Worst Delivery System EVER & Don't care about customers - Re: My Order (KMM76917732I15977L0KM)

Created By: BethARaynor's Picture BethARaynor Last Reply: BethARaynor's Picture BethARaynor
Priority Level: [Low] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: N/A Replies: 0
Product: Re: My Order (KMM76917732I15977L0KM)

Macy's delivery service is the worst ever, and they do not care about their customers at ALL. I needed a new bed to recover from major surgery and made the mistake of buying it from Macy's instead of an "impersonal" online competitor because I had more confidence in the delivery-service part of the deal. Huge mistake! They say they "offer" a 2-hr delivery window but instead what they require is for the customer to be available all day long, to wait for 2-hr time window to be dictated to them via automated message 3 days in-advance (and if the customer happens to have a scheduling conflict with that time-window, the only option is to go back into the queue waiting for that process to repeat itself). There is NO attempt to actually find out from the customer when is the most convenient timeframe for them to receive delivery (not even am vs. pm). When my delivery (that I had already had to wait 11 days for, in order to meet THEIR delivery terms) was understandably delayed due to a winter storm, the rep I initially spoke to couldn't care less that I needed this item within the next 6 days (either after 4pm or anytime on Sat) for serious medical reasons, all she could do was read her script and tell me the "next available" delivery date. Then when I emailed and said I was going to cancel my order if it wasn't delivered when I needed it to be, I received an email response saying it would be delivered 2 days before my surgery after 4pm, and it didn't show up, but the customer service number was "closed." When I emailed them saying please please please get it there the next day, I seriously NEED it, they sent one of their "canned" responses saying I had been re-scheduled for a new delivery date 5 days out (days after I was due to be home from surgery with no BED). I realized I would have been much better off ordering a bed from Overstocked.com or any number of other "impersonal" online competitors (with better prices). I cancelled my order with Macy's and wound up getting a better bed for a better price from a local franchise store (Sleepy's) who delivered it to me the same day (the night before my surgery) and it came with a free mattress pad and pillows. I am planning to buy a new King size bed and bedroom set in the near future, and I can assure you I will be buying it from Karen at Sleepy's in Gaithersburg, MD and NOT from Macy's. How many items do you think they sell/deliver at Macy's that are actually needed by the customer for serious medical reasons? And after they couldn't find a way to get it to me for 3 weeks according to their "system," and then had to delay the order for understandable reasons, they couldn't make ANY exception or special accommodation for a customer in serious NEED of the delivery, for health reasons? SERIOUSLY, Macy's? Shame on you. I will never shop at Macy's again or watch your stupid Thanksgiving parade on TV ever again. I hope Macy's goes out-of-business along with all the other department stores who got so big for their britches that they can't keep up with either their online OR local smaller competitors, and they have forgotten that their business revolves around the customer and not the other way around, and no longer "care" about their customers. I will never forget the unnecessary additional stress and worry over a stupid furniture delivery that Macy's caused me the day before major surgery, and how it made me feel that they just really blatantly didn't care if I didn't have a bed to lay down in afterwards. I am so glad I cancelled the order, and found Sleepy's instead. Macy's doesn't deserve my business.


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