Macy's Won't Fix A Warranty Item

Posted Wed January 11, 2012 12:00 pm, by Joseph L. written to Macys.com

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I had purchased a simmons beautyrest pillowtop mattress on Jan 05 2006. I have been having speep issues and major back pain so I went tot he Doctor who advised to inspect the mattress. When inspecting the mattress I noticed that the entire side was bowed with the top over extended 2.5 inches from the bottom. I contacted a salesperson at Macys in oak Brook and spoke with a man who informed me that Macys sold me the wrong mattress after asking my height and weight etc... He gave me the customer service number and I made an appointment to have the inspection on the mattress. When the inspection took place, I watched the man measure the indents in the bed to 1 1/4 indentation. He measured from the center of the bed to about 1/4 to the end. I didnt figure this out until after he left my house and I measured myself with a broomstick. He also noted that there was a small stain from sweat I think near the headboard and said that he would have to report this also as if I was a criminal. He also noted that the side springs of the mattress were broke. He then called Macys on my phone and reported his findings. He turned over the phone to me and ran out of my house. Now I am not a monster was very nice and actually a Police Chief in the area so you have an understanding on my ability to deal with people. Anyway when I took the phone I was told that it only measured 1 1/4 inch indent and that this was not sufficient for a warranty. I advised that the side of the mattress i broke and even the inspector said so. I was then told that since there was a small stain on the mattress that this would void the warranty. I advised that it was not a stain and only a mark that washed away. The lady on the phone said well the inspector saw it and it is a stain. I then advised that a stain is a permanent mark and something that could not be washed off. She then stated that she would not assist int he warranty. I have never been so humiliated in my entire life and will go out of my way to discredit Macys for the way I have been treated. As stated before, I measured myself after the guy left and the indent is actually over 2 inches near the ends of the bed and bowed badly. He only measured about 1/4 th way to the end from the center of the mattress. This is a bait and switch technique and I was wise to the shenanigans that is going on here. I am only looking for store credit in order to buy a more expensive mattress because obviously the pillowtop was not right for me from the beginning.

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Re: Macy's Won't Fix A Warranty Item by olie Posted Wed January 11, 2012 @ 9:18 PM 1. Did you watch the inspector measure the indentation? If so, you might have spoken up and mentioned the method you used to measure, as well as your results. 2. A broomstick is not a reliable measuring device. What did the inspector use? 3. The inspector did not know that the "sweat" stain would easily wash away. He saw a discolored area and reported that as a stain. 4. I'd venture to guess that most of us have items in the house which once were "stained" and now are not. Stains are not necessarily permanent. 5. Try going through the manufacturer, AFTER you arm yourself with the receipts and warranty documentation. You don't want to be "humiliated" on the phone again. Reply Re: Macy's Won't Fix A Warranty Item by Retail Veteran Posted Wed January 11, 2012 @ 5:44 PM Try contacting the manufacturer. Warranty issues are normally dealt with through the manufacturer of the item, not the store that sold it. Reply bait and switch............ no it's not by PepperElf Posted Wed January 11, 2012 @ 2:48 PM http://en.wikipedia.org/wiki/Bait-and-switch First, customers are "baited" by advertising for a product or service at a low price; second, the customers discover that the advertised good is not available and are "switched" to a costlier product. Where did the salesman tell you that your product wasn't in stock but the costlier one was? Reply Re: Please help me by McJohn Posted Wed January 11, 2012 @ 12:41 PM You bought a matress 6 years ago and now you want it replaced?? How do they know all the imperfections werent caused by you after 6 years of use? And if it wasnt right from the beginning why is it taking you 6 years to figure it out? Reply Some... by T. B. Wed January 11, 2012 @ 7:42 PM I always love when people try to use "it never worked from the start" as part of the argument... by PepperElf Thu January 12, 2012 @ 1:17 PM