- 6 years ago
- Wedding: February 2011
Trying to make a long story short, but mostly I’m just super pissed off right now and need to rage for a minute before my head explodes.
May 2011- Darling Husband and I find a couch he likes at Macys. It is a pretty expensive leather sectional with reclining ends that are power-recline. ($3,000ish). The power recline made me nervous (one more thing to break!) so the sales person told us we could buy a warranty for $250 that would cover the structure and power mechanisms for 7 years, so at least I would know I had a good working couch for 7 years. Done and done, SOLD.
July 2012- One of the recliners breaks. Just stops working (unfortunately in the UP position and we can’t get it down). I call the warranty number I was given and they inform me I was sold an upholstery warranty not a structural warranty… which makes no sense since the couch is leather. They refer me to Macy’s customer service. Customer service tells me that when a furniture purchase is made there are radio buttons to click for different types of warranties, they all cost the same price and they just say “warranty” on the reciept so it is very easy to click the wrong one, and sorry but the sales person obvious clicked the wrong one. I say… great—- tell the warranty people that. I’m told sorry, but the warranty people are 3rd party vendors and they won’t honor it even though it is our mistake. Oops! I say this is unacceptable and they say they’ll work on it and call me back.
Next week I get a call from a guy who says basically: Sorry we f’d up when you purchased this, but there is nothing that we can do. They won’t honor the warranty. I tell him— unacceptable. I bought a $3,000 couch with a $250 7 year warranty and you need to FIND A WAY to honor what I bought. I’m not just eating this cost because your sales person fucked up. (I was slightly nicer, no swearing… but that’s the gist). He calls back later and says: Okay— what we can do is come pick up your old couch and drop off a new one. That way it will be new and we can issue you a new warranty that the company will honor. I say thank you and we move on.
Last week: I finally get the delivery date for the new couch. I think all is good in the hood, it is set to be delivered Thursday.
Just now: I get a call from the original sales person who says, “My manager told me to call you and tell you if you want a warranty on the new couch, you have to pay full price for it.”
I explain that all I want is what I paid for originally less than 1.5 years ago— a working couch with a warranty that expires 7 years from May 2011. She tells me that they can’t do that because they are giving me a new couch– i have to buy a new warranty. I ask her how it is fair that SHE screwed up and I end up having to pay an extra $250. She says “I know that I screwed this up but there isn’t anything we can do. if you want the warranty you have to pay for it again.”
So basically— THEY ADMIT that they totally fucked up. Them. Not me. And yet now they claim I have to pay an ADDITIONAL $250 to get what I already bought.
You can imagine, this did not go over well. Of course the manager was gone for the day at this point (I strongly suspect he made her call after he left hoping I’d not fight hard enough to get back to him– WRONG). So he is supposed to call me tomorrow. But I just can’t understand how a supposedly reputable company can admit that they are 100% at fault for a problem then not make it right?!?!?! In my mind, giving me a new couch is nice (although a bit unnecessary considering only 1 of 5 pieces is messed up and the 1 piece could probably be fixed)… but it doesn’t fix the problem at all because if this couch broke in 14 months what is to say the next one won’t as well? I am supposed to have a working couch for SEVEN YEARS. So now I get to fight with the manager again, and probably his manager and the manager above him. And if that doesnt’ work I’l file a claim with the BBB, and if that doesn’t work i’ll take their asses to court because 1) I’m a lawyer so I don’t have to worry about paying one 2) Even if it costs me as much to take them to court as I would recover, I will get the satisfaction of dragging their asses in there for being complete and utter assholes.
ARGGHHH. Companies acting this way, just running roughshod over consumers makes me rage so hard.
Anyone else hating Macy’s today? Let’s hate them together.