Oriental WeaversCapella CAP03 3'3"x5' Area Rug

Goodbye to a Long Friendship, Macy’s Online

My hopes for a beautiful 12’ x 10’ area rug were dashed when a rug from Macy’s was delivered in a smashed, torn open, 46 inch X 12 inch, flimsy cardboard box rather than being carefully rolled and protected with a waterproof wrapping. I had received totally unusable merchandise, in a totally unacceptable attempt at cheap packing of an expensive product. I immediately called customer service on the delivery date. After speaking to a representative AND her supervisor (for over an hour) I was issued a return UPS label and told to affix it to the box for pickup the following afternoon. When the UPS driver arrived the next day, he showed us in his pickup order that the rug weight was 69 pounds, but the return label we were sent from Macy’s was issued for only 3 pounds. That evening I spent another hour on the phone with Macy’s customer service to request a properly weighted return label. The next day when UPS came to pick up the rug, the driver showed me where the label was marked that the customer was responsible to transport the 69 pound package to the nearest UPS center to be scanned for return. He had no order to retrieve a package with the label I had been sent. A Good Samaritan in my neighborhood stepped in to help me. Due to this horrible experience with a situation that should never have happened in the first place, I will not purchase merchandise, again, from Macy’s online. The packaging was wholly inadequate; it was absurd for a product so large and so expensive to be stuffed in it. The customer service, which is outsourced outside the US, was totally inadequate in providing me correct labels to properly follow the company guidelines for returns & credits.