I purchased Macy's worry no more warranty program when I purchased my dining furniture on 1/23/2013. After 3 yrs almost to the day, one of the chair backs cracked. I called Macy's in Springfield NJ where I purchased the furniture, and they gave me the number for the Worry no More people. I tried calling them on Monday am for 3hrs from 7am Eastern time until 10:20 Eastern time and only got "Our office is currently closed" ? That should have tipped me off as to what was to come. When I finally got thru, I explained the situation, they told me they opened a claim, and would have a repairman contact me within 5 days to set up an appointmen. 3 days later, a women called me and told me someone would call me the following Wednesday, (a week and 2 days after my first call) to let me know what time the repair man would arrive the following day. On Wednesday at 6:30 pm, I still had not heard from anyone so I called Worry Free again, they could not help me since they sell all their contracts to outside contractors.
They gave me the number to the contractor who was assigned to my case. I called them Thursday am, tell them since No One called to confirm a time, I would have to cancel.. The women told me she would contact the tech and he would call me to reschedule shortly. At 4pm, the teck rang my doorbell.. Since I was now available, he came in looked and determined no repair could be done and that the chair back would have to be ordered and replaced. Told me I would hear from someone within 5 days.
Today, I had a call from the repair company. In one breath, the person told me I had two options since my chair part was unavailable. I could have a credit for the full amount of the set that I paid, and Macys would pick up my old, ( set that I love and is otherwise perfect except for the 1 chair) and I could pick out something else, or I could have a credit for 269.00. If I chose the 269.00 it would void my warranty.. whhhaaaat? it is a 7 year warranty, not 1 and done?? He then proceeded to read me the warranty paragraphs as if I was criminal before the jury.. he blurted out that I had 5 days to make a decision and that he did not hear back from me he would basically close the claim.. I told him he was being very rude, HE HUNG UP ON ME!
Please keep in mind that the chair that I am looking for (or almost exact chair) is on clearance on the macys website, for 62.10, Macys wants 99.00 to ship it if I were to just order it myself, It is a bit different, I would just like 4 chairs so they all match.. I dont want my warranty voided... I dont want my set replaced, I just want a 60 chair!!
I called the store where I purchased the set, spoke to the Manager, explained the story, she understood,, the original name of my set was Coventry, the chairs on the website were Belgrade, almost exact same thing.. she told me to call customer service and explain, and return my 4 chairs and have them send me 4 new ones.. what?? oh yeah like thats going to happen.. so I call the number for customer service, which is really the number for sales, after waiting, i get sales, i explain the story, she transfers me to customer service, I get Ashly, explain again, she tells me she is going to speak to the manager in the store in springfield who can authorize the switchout..and I should call back and there will be notes in the system so anyone can give me the update.. ok, I call back an hour later, wait 5 min, person "can't hear me" hangs up,, I call back again, another 5 minutes, get Jeff, explain again, he calls worry no more,, comes back and tells me they will give me full replacement of the set or 269.00.. SO COMICAL, I AM LAUGHING AS I TYPE.. I Ask him to call the store manager in springfield, He does just that.. then he transferrs me to her.. we speak again. She wants to now call worry no more again.. This is such a scam,, its a 60.00 chair for god sake.. just do whats right for your customer or you will not have any customers any more.. your best customers are repeat customers, and from reading all of these comments, there are not many of those.. I do not know what the resolution here will be, I am not optimistic that I will be getting 4 chairs without a voided warranty, a long wait, or some other run around. I will certainly not pay 99.00 shipping for a 60.00 chair when I PURCHASED A 289.00 warranty! DO NOT BUY THE WARRANTY, SAVE YOUR MONEY, I JUST SPENT THAT in the 5 hours in the time I wasted on the phone getting no where! Class action lawsuit, I'm in.. This should be illegal..