Kathleen sent a message to Terry J. Lundgren Chairman, President, and CEO, Macys, Inc. – email address that said:
Dear Mr. Lundgren, I have been a Macy's shopper many years, more than I would like to admit. I have always been happy with your store. Unfortunately, my last purchase of a bed at The Gallery, on Rt4 in Paramus turned out to be the worst experience of any purchase I have made. We were doing some updating in our home, after many years. We looked in othe stores and came back to Macy's after a few visits. We purchased an upholstered bed. We were told there was an 8 week or more wait on most of the beds because certain colors were "special order". We finally found one that had color samples hanging on the front. We were told that if we took one of those colors it would not be a special order ( 4-5 weeks). We chose one of the colors and bought the bed. We waited 4, 5,6, 7 and finally in the 8th week we received a call the bed was coming. I never called the store, I tried to be patient but really need that bed. I went out bought some linens and came home to wait for the bed. A few minutes later the truck comes and 2 very nice gentlemen start to bring in the bed. They start to set it up and come out of the bedroom to tell us the headboard is wrong. I go in, look at the bed, and realize not only is the headboard wrong, but the frame of the bed is also a different material and the color is wrong on both. I ask them where is my bed. Silly question for the delivery men. They take back the bed I call the store. I am told this never has happen. Maybe so but now I do not have a bed for company I thought I would have it for. I call back the next day and speak to the manager and I am told there is no way to get another bed quicker and I could order again but would have to wait another 6-8 weeks. I was beyond frustrated. This just seem to be another way of saying take it or leave it. I was in customer service for25 years, always went the extra mile. We were told we could come down to the store to see if there was another bed that might be in stock. There was not and we repurchased the bed. To tell you the truth I liked the bed and my husband and I were just tired. So here we are, waiting another 2 months. I don't like having to write to you, but I just thought you should know this just is not the way to do business. Thank you for your time. Kathleen
