When Sharon Morrison tries to buy a Worry No More protection plan for her new furniture, Macy’s declines. Now she’s worried she’ll never get a Worry No More plan to cover her chair and sofa. What’s going on here?
Question
I recently bought new a new sofa and chair from Macy’s. A sales associate spent a great deal of time and trouble to convince me that I should purchase the Worry No More plan for the two items I eventually bought.
I decided to purchase the coverage. Both items arrived, and I loved them and was so happy I had bought them. But yesterday it occurred to me I never received a copy of the Worry No More plan.
I called Macy’s to request copies of the plan. A representative asked for my sales receipt number. While she was looking it up, I noticed that on the sofa receipt there was no charge for the Worry No More plan. I pointed this out to her.
She said I was not charged for it and did not have it.
I spoke to a Worry No More supervisor, who said they could not offer the plan. I’m disappointed. I will pay off my sofa and chair and will never purchase another thing from Macy’s, and I will let all my friends know how one incompetent employee did not make my sale correct and had caused me to lose out on the plan which I very much wanted. — Sharon Morrison, Clovis, Calif.
Answer
If a Macy’s representative promised you the Worry No More coverage, then you should have had it on your sofa and chair.
Before we get to what happened, let take a quick look at Macy’s Worry No More. The program is a five-year protection plan for your new furniture that includes “unlimited” in-home professional furniture repair and features a nationwide service network. If Macy’s can’t fix it, it will replace it. It also comes with a furniture care kit for smaller repairs.
The cost: about 6 percent of the cost of your furniture.
Warranties like this can be a great deal if you have kids or pets, but average Macy’s customers treat their new furniture carefully and rarely need to call for a repair. That makes these types of protection plans almost pure profit for the store. No wonder the sales associate spent so much time trying to sell you Worry No More plan.
Still, some customers want the coverage for peace of mind. I understand. And not to repeat myself, but if an employee said you had the coverage, you should have it.
Did you pay for the Worry No More protection plan?
The evidence that you didn’t have Worry No More coverage was on your receipt. If you’d taken a minute to review your paperwork after Macy’s delivered your furniture, you could have fixed this. I also understand Macy’s position — that it would be reluctant to offer coverage for a chair and sofa already delivered. What if the items are already damaged and need to be repaired? (Related: These ridiculous lies kill customer loyalty.)
You could have escalated this to someone at a higher level. I list the names, numbers and email addresses of Macy’s customer service executives on my nonprofit consumer advocacy website. (Here’s how to fix your own consumer problems.)
You sent an email to the Macy’s executives; and separately, I reached out to my contacts at Macy’s. You received a call from Macy’s agreeing to add Worry No More coverage to your furniture.
