Macy's

[redacted] *** [redacted] January 18, [redacted] Re: Better Business Bureau Complaint # [redacted] Macy’s account ending in [redacted] (lost) Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Better Business Bureau As a representative of Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank We sincerely regret any frustration you may have experienced regarding this issue Macy’s offers a New Account Discount to individuals who apply for and are approved for a new Macy’s account Customers receive a 20% discount up to $off purchases charged to the new Macy’s account the day it is opened as well as the following day If the customer returns merchandise, the discount is debited back to the account Upon review, I found that you opened your Macy’s account ending in [redacted] on August 20, According to the billing statement for the period ending on September 11, 2015, you purchased a diamond solitaire ring when you opened your account at our [redacted] store, and received a $New Account Discount for your purchase On September 4, 2015, you returned the jewelry to our store, and we removed the $New Account Discount from your account With respect to your new Macy’s card and billing statements, I am sorry that the incorrect address was entered when your application for a new account was processed Our records show we updated your address on October 14, On that same day, we reported your Macy’s account ending in [redacted] lost, and issued a new card with a new account number ending in *** For reference, I am sending copies of your billing statements for September, November, and December The October billing statement was not generated because your account had a zero ($0.00) balance Although we would like to respond favorably to every customer’s request, that is not always feasible We are required to maintain and adhere to specific policies and procedures to ensure our customers nationwide receive fair and consistent treatment If I may be of additional assistance, do not hesitate to contact me at the telephone number listed below Sincerely, Regina M Macy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed January 18, cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] [redacted] November 11, [redacted] ** [redacted] Re: Revdex.com Complaint ID # [redacted] On behalf of Macys: Contact Date: November 3, Complaint Summary: [redacted] states she attempted to return a vase that she received as a gift, which was originally purchased on April 19, She did not have a receipt from the original purchase, yet saw online that it is still selling at the full price of $ The customer was aware of Macy’s return policy of offering the lowest selling price within the last days without a receipt, yet the customer was taken aback when the register only offered her $for the item She states that the associate could not tell her when we had sold this item for 75% off The customer called the macys.com customer service department to inquire about this issue The customer explained she was aware we are currently selling the item online and in store for the full price of $140.00, and requested to know if the item had recently sold for the amount of $ The associate could not find that the item had been discounted within the last days, and could not go back as far as days to check the price history The customer requested to speak with a supervisor, and the call was disconnected after a ten minute hold The customer called back, and waited another twenty minutes for a supervisor, and once again the call was disconnected The customer was happy to accept a lower amount than the full selling price, yet was upset that no one could substantiate the $price offered at the store Resolution: On October 24, 2016, I called the downtown Portland Macy’s Store Manager Kim L., and explained the situation I also sent an e-mail to her with all the details of the [redacted] Vase the customer attempted to return MsLadvised she would research the price history, and reply in an e-mail regarding the return price she would honor for the customer She stated that if the vase is in its original box and it is in resalable condition (with the UPC) we would be happy to take it back at the current regular price of $ On November 3, 2016, I contacted the customer to inform her that MsLis willing to honor the full selling price as long as it is in resalable condition, and the customer confirmed the item had never even been taken out of the box The customer advised she is considering coming to Macy’s on Saturday November 5, 2016, to process her return, so I sent a follow up e-mail to MsLto notify her team to be prepared for this return This resolves the customer’s concerns Sincerely, Alison GMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

Dear [redacted] ***,We are in receipt of Revdex.com complaint number [redacted] I have contacted the customer and addressed all issues he was experiencingHe initially had placed an order for a tuxedo that cancelled without notification to him and was upset due to it was no longer availableAfter speaking with the customer I advised that we can locate a comparable tuxedo and I would honor the pricing he originally paidHe placed the order and once it is picked up at his local store I will adjust accordinglyBased on this information we consider this matter closed satisfactorilyThank youTheresa S.Liaison, Omnichannel Executive Office | Macy's, IncDUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

July 6, [redacted] *** [redacted] *** Re: Revdex.com Complaint ID [redacted] Macy’s account ending in [redacted] Dear [redacted] ***: We are in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office, where as a liaison, I was asked to review and respond to your inquiry on behalf of Department Stores National Bank Please accept my apology for any concern this situation regarding your account may have caused My research confirmed that we have deleted the record of delinquency associated with this situation from our files and directed the credit bureaus to correct their records as well Please allow thirty (30) days for the bureaus to make the necessary changes In addition, the small remaining interest charge of $was removed from your accountThis letter will confirm that your account has a zero ($0.00) balance and is open with a credit limit of $4, [redacted] ***, we appreciate this opportunity to respond If you need assistance on another matter, feel free to call me at the telephone number noted below Sincerely, Michael JMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] *** [redacted] December 8, [redacted] Re: Revdex.com ID # [redacted] Macy's account ending in [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Better Business Bureau As a representative of Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank Please accept my sincere apology for any frustration and inconvenience you may have experienced concerning the payment due date change and late fee charged on your Macy’s account I attempted to contact you personally to discuss this matter; however, I was able to leave a message for you As you aware, we recently underwent a scheduled credit system update for the Macy's credit card accounts and redesigned our macys.com website In alignment with this, some of our customers’ payment due dates were moved, and this information was communicated to those customers impacted via a message that appeared on their monthly billing statement I am enclosing a copy of your billing statement for the period ending on August 30, 2015, which shows this reminder on Page that “In connection with recent system changes, your payment due date has changed to the 26th of the each month beginning with this statement.” Additionally, letters were sent on, or around September 3, I am again truly sorry for any confusion this may have caused you As I stated in the voice message I left for you, the monthly due date of the 28th is not available, and we are only able to change the billing cycle date once every six (6) months Also, I confirmed the $late fee that was charged to your account from September 26, 2015, was removed on September 30, [redacted] , I am aware this is not the full resolution you were seeking Although we like to respond favorably to every customer’s request, that is not always feasibleHowever, I appreciate the time you took to bring your concerns to my attention and for giving me the opportunity to respond Of course, if you have any further questions, do not hesitate to call me personally at the telephone number listed below Sincerely, Regina M Macy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed Dec8, cc: [redacted] ***, Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I would like to say "Thank You" to Dakota B She was very polite and assisted me through this issue Though I did not ask; Dakota offered me the items free and confirmed that I would be getting a refund back to my account due to the issues I had to deal with I was pleasantly surprised and very appreciative with her response This was very hard on me I was embarrassed in that I was not able to give my grandson and his wife their wedding gift and though I kept reiterating what I had been told in that it was on the way other issues followed and was very difficult to handle; I receive social security and could not afford to replace another order When I mentioned that I understood it may not be very much to file a complaint on; Dakota told me she understood and that it didn't make any difference of the cost; it was something that should have never happened So I thank her for all of her efforts and I thank her for her kindness in how she treated me in resolving my issues I checked online and the order is schedule to ship 4/12/and a refund is also being processed Because of Dakota B.; I will continue to shop with Macy's Respectfully, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you for your helpI just wanted some confirmation that the job was done Sincerely, [redacted]

February 8, [redacted] Re: Revdex.com Complaint ID [redacted] On behalf of Macy’s Contact Date with Cus***er: February 2, Complaint Summary: *** [redacted] requests that Macy’s allow her fiancé to return a wedding ring he purchasedIt was sent out to be sized for her, but appears the sizing was not completedNow they do not want the ring because of the poor service experience Resolution: I called [redacted] and apologized for this issue and the service she receivedI informed her that, unfortunately, I could only speak with her fiancé about this matter, as it pertains to a purchase made on his individual Macy’s account Michael JMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

We are in receipt of complaint ID# [redacted] After numerous attempts by phone and by e-mail we have not had any contact with the customer.I welcome the opportunity of speaking with the customerMy office hours are Monday thru Friday 10:00a.mto 2:00p.mMy phone number is ###-###-####However, based on the above representations, we consider this matter closedThank you.William A.Macy’s Executive Office

[redacted] *** [redacted] February 21, [redacted] , [redacted] Re: Revdex.com - ID # [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to Macy's Executive Office by the Revdex.com As a representative of this office, I was asked to review and respond to your concernsI apologize for any frustration you may have experienced After reviewing your correspondence, I contacted the Parks at [redacted] Store Manager and asked him to review your case and investigate the matter further He checked the lost and found area but did not find the item you described On February 13, 2017, I also spoke with Monica who confirmed the phone was not there when she left the store at 8:PM on January 16, 2017, and our records indicate that Alberta left the store at 8:PM Monica confirmed that she spoke with you on January 17, 2017, and your phone was not located in the store While I can certainly sympathize with your frustration in losing your [redacted] on January 16, 2017, Macy's is not responsible for the loss of your personal property while you were in our store Our video surveillance recordings are proprietary to our company and cannot be shared with our customers, however, we recommend that they file a police report in situations of this kind We will fully cooperate with law enforcement should they request us to do so I would like to apologize for the level of customer service you described receiving when you were attempting to locate your phone Please be assured that the service you described from our staff is not typical of the high level of customer service we strive to provide, and we appreciate your bringing the situation to our attention [redacted] , it is not Macy's practice to compensate for a situation such as this; therefore, I must respectfully decline your request for compensation While we make every effort to accommodate our customers whenever possible, it is not always feasible Thank you for bringing this matter to our attention and giving me the opportunity to respond If I may be of additional assistance, please contact me at the number listed below Sincerely, Janice DMacy's Executive Office [redacted] *** [redacted] ***, Revdex.com Store Manager, [redacted]

June 18, [redacted] Re: Consumer Financial Protection Bureau – Case # [redacted] Revdex.com Complaint ID # [redacted] Macy’s account ending in [redacted] Dear [redacted] : I am in receipt of your complaints filed with the Consumer Financial Protection Bureau and the Revdex.com which were forwarded to Macy’s Executive Office on June 3, As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank We regret any frustration you may have experienced regarding the status of your Macy’s account referenced above Be assured that our primary objective is to provide the highest level of service to our customers when they need it I am sorry that you were not happy with the level of service you received when you contacted our Customer Service Department Upon research, our records show that on October 8, 2009, you made a $payment, and purchased clothing items of $at our [redacted] store in [redacted] (receipts enclosed) This left your account with a balance of $ Your Macy’s credit card was swiped at the register for the purchase Your November 7, 2009, billing statement reflected both transactions with a $minimum payment due by December 7, 2009, but we did not receive any payment by this due date We received your $payment on January 5, 2010, but no other payment was received after that, therefore, your account was charged late fees and interest charges in accordance with the Department Stores National Bank Credit Card Agreement You contacted our Customer Service Department on February 18, 2010, to request a copy of your sales receipt for the $ purchase you made on October 8, 2009, and it was sent to your billing address of Calle Verdelina, Urb Veredas, Gurabo, PR Due to non-payment and serious delinquency, your account charged off on August 7, 2010, with a balance of $ It was assigned to United Recovery Services, an outside collection agency Your account has not been sold as you indicated in your letter Copies of your sales receipts and billing statements from September 1, 2009, through August 7, 2010, are enclosed for your examination While you stated you did not receive any of your billing statements, our records show that only your October and April billing statements were returned from the [redacted] G [redacted] address as undeliverable by the post office Your billing statements from March through August were mailed to the address listed on your complaint For clarification, a return mail code was placed on your account the two times your bill was returned but on February 18, 2010, and February 10, 2014, respectively, you confirmed the same addresses as correct We did not receive any correspondence from you in March We verified the delinquency reported on your account to [redacted] , [redacted] and [redacted] , however, on March 25, 2015, we instructed the credit reporting agencies to update their files and report this account as "customer disputes reporting" Regrettably, we are unable to remove the charged-off status and the account from your credit report as you requested By using the account, you consented to the terms of the Credit Card Agreement, which governs the use and reporting of this credit account, and includes your promise to pay for all purchases as well as other charges mentioned in the Agreement including interest charges and late fees For this reason, this account and the information reported will continue to appear on your credit report until removed by the credit reporting agencies in conjunction with the Fair Credit Reporting Act (FCRA) On April 7, 2015, you called our Credit Department to dispute your account balance and on the same date, [redacted] received your letter of dispute by fax In response, they requested that you complete a dispute notification form, which you did I encourage you to contact [redacted] at ###-###-####, to establish a payment plan, as they have the authorization to negotiate and accept payments on behalf of Department Stores National Bank Thank you for bringing this matter to our attention and giving us the opportunity to respond Sincerely, [redacted] Macy's Executive Office ###-###-#### Extension [redacted] Enclosures / mailed June 18, cc: [redacted] Consumer Financial Protection Bureau [redacted] ***, Revdex.com

September 10, [redacted] re: Revdex.com Complaint ID:# [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Better Business BureauAs a representative of Macy's Executive Office, I was asked to review and respond to your concerns On behalf of Macy's, please accept my apology for any inconvenience you experienced because of the cancellation of your order # [redacted] In this instance the price in the order for your boots was lower than any that macys.com provided The vendor did cancel the orderIt would not be appropriate for Macy's to replace the order at that priceIn consideration for you and to resolve the issue, I am sending your original selection compliments of Macy'sYou will have your boots by September 22, [redacted] , thank you for bringing this matter to our awareness and giving me the opportunity to respondIf I can be of further assistance, please do not hesitate to contact me at the telephone number listed below Sincerely, Marjorie B Macy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Cincinnati Revdex.com

[redacted] *** [redacted] August 7, [redacted] ** [redacted] Re: Revdex.com Complaint ID # [redacted] Exchange Issue Dear [redacted] : I am in receipt of your complaint filed with the Revdex.com and forwarded to Macy’s Executive Office As a liaison in this office, I was asked to review and respond to your concerns Please accept my sincere apology for any inconvenience you may have experienced with respect to the Michael Kors® bag you attempted to return As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous sales associates available within every department so that all of our customers may have a positive and rewarding shopping experience Regarding your concern of discrimination, I would like to assure you that Macy’s is a Company committed to having a diverse customer base and does not condone or tolerate discrimination of any kind We regret if you felt that the reason the return was not accepted was connected to your nationality For clarification, with a receipt or proof of purchase, returns and exchanges are accepted as long as the merchandise is in saleable condition (other than manufacturer’s defect) Without a receipt, the tags may be used as proof of purchase In the event, we are not able to validate a purchase the return or exchange is declined Although the exchange was declined appropriately, as a courtesy, I was pleased to learn that a member of the Management Team at the [redacted] store was able to contact you on July 19, 2017, and set up an appointment for you to bring the bag in on July 20, for an exchange [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond Your business is important to us, as well as appreciated Please do not hesitate to call me at the telephone number listed below if I may be of further assistance Sincerely, Rhea BMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] Store

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***I am trying to resolve this problemThe Macy's contact there sent Revdex.com a letter that the matter had been resolved and that she had sent me a en email to that effectI haven't received anythingI would like to sign off resolved for the Revdex.com but I'd like a copy of macys emailI think the contacts name was Tara?Thank you

September 14, [redacted] , [redacted] Re: Revdex.com Complaint ID # [redacted] Merchandise return Dear [redacted] : I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive OfficeAs a representative in this office, I was asked to review and respond to your concernsIt was a pleasure to speak with you on September 6, 2017, and September 13, Thank you for accepting my sincere apology for any inconvenience this matter may have caused you To clarify, our return policy states that we will accept merchandise for return within one year of purchase, and that the merchandise must be in saleable condition (other than manufacturer’s defect)Although you no longer have the third-party [redacted] credit card receipt for the shoes, you mentioned that you provided your credit card to the Manager, but she was unable to find any information As stated, I escalated this matter to our Store Manager, and I am pleased that after further review, she honored your request to return the shoes for a refundPlease know that Macy's expects each facet of its operations to meet exceedingly high levels of serviceYour feedback is critical as it assists us in truly understanding our customers' experiences and directs our attention to areas in which we can improve our service quality Thank you again for bringing this matter to our attention and giving me the opportunity to respond If I can be of any further assistance, please do not hesitate to contact me personally Sincerely, Regina MMacy's Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com [redacted] Center Store Manager

November 30, [redacted] ***re: Revdex.com Complaint ID # [redacted] Dear [redacted] : I am in receipt of your complaint forwarded to us by the Revdex.comAs a representative of Macy's Executive Office, I was asked to review and respond to your concernsThank you for your courtesy when we spoke on November 30, 2016.On behalf of Macy's, please accept my sincere apology for any inconvenience you experienced as a result of the authorization holds placed on your accountOur records show that on November 23, 2016, you placed an order online which totaled $As you know, when an order is placed online or by telephone, the amount of the order is wired electronically to your credit card's issuing bankThe bank will place an authorization hold on your account for the amount of the purchase pending the actual chargeThe amount of time for a hold to be released can vary from one bank to anotherAdditionally, it is possible that an order can generate multiple authorization holdsHowever, your card is not charged until the merchandise has shipped from the fulfillment center; therefore, any funds held by your bank are not transferred to us.The amount we actually charged was $for the first shipmentThe second shipment was not due to be shipped out until January 10, so it would not be charged $until the shipment dateThe authorization hold would stay on the account until the second shipment is shipped or cancelled to ensure that funds are available when the item is ready to shipDue to the hardship and inconvenience, we have cancelled shipment for [redacted] with your approval on November 30, so that the authorization can drop offThe authorization hold will drop off depending on your credit card's issuing bank timeframeWe have replaced the order for the [redacted] ***, [redacted] on Reservation number [redacted] at no charge to you [redacted] , thank you for bringing your concerns to my attention and giving me the opportunity to respondIf you have any additional questions regarding the authorization holds process or your order, please feel free to contact me at the telephone number listed belowSincerely,Carrie R.Macy's Executive Office###-###-#### Extension ***cc: [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint [redacted] ***November 9, 2016Macy’s Executive OfficeP.OBox 8220Mason, OH 45040Under the provisions of [redacted] General Laws, [redacted] I hereby make written demand for relief as outlined in that statute.On or about February 19, 2016, the following unfair or deceptive act occurred:Macy’s is claiming that I charged $on my Macy’s account I contacted Macy’s numerous times advising that I did not authorize the charge Macy’s has added late fees and interest for total due in the amount of $Macy’s has also reported derogatory credit on my credit report.This unfair practice is declared unlawful by [redacted] ***As a result of this unfair practice, I suffered monetary damage and loss of credit score.Therefore, I hereby demand the following relief: Macy’s to credit my account total amount $and report correction to credit agencies [redacted] gives you the opportunity to make a good-faith response to this letter within thirty (30) days Your failure to do so could subject you to triple damages, attorney’s fees and costs to institute legal action.Sincerely, [redacted] ***

May 22, [redacted] Re: Revdex.com Complaint ID # [redacted] Macy’s store account ending in [redacted] (closed) Dear [redacted] : I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB) Please accept my sincere apology for any inconvenience or frustration this matter may have caused you Per the DSNB Credit Card Agreement, if you have been paying less than the Total Now Due on your Revolving account balance each month and you then decide to pay your balance in full, you will be charged interest charges on that balance from the first day of the billing cycle until the date that your payment is received The minimum interest charge is $ This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statementThis may result in a statement containing only an interest charge You can avoid being charged interest by paying your account balance in full every month by your payment due date My review of this matter found that all interest was correctly charged to your Macy’s account in accordance with the Credit Card Agreement Applying this billing policy to your account referenced above, the $interest charge that appeared on the billing statement for the period ending May 12, 2017, included interest for the funds loaned to you between the last bill date of April 11, 2017, and the date (April 19, 2017) that your $payment was applied to your account As a courtesy to you, the $interest charge was removed on May 17, I apologize for any confusion that may have occurred with the email confirmation you received regarding the closing of your account As of April 19, 2017, per your request, your account was closed and currently has a zero ($0.00) balance [redacted] , thank you for bringing this matter to our attention and giving me the opportunity to respond Please do not hesitate to call me at the telephone number listed below if I may be of further assistance Sincerely, Monique MMacy’s Executive Office ###-###-#### Extension [redacted] cc: [redacted] ***, Revdex.com

[redacted] , We received the complaint for [redacted] regarding ID [redacted] The customer stated the bed frame was missing parts at delivery and they were inconvenienced having to wait to have this assembledWe have processed an adjustment on the bed frame as compensation due to this incident Macy's Executive Office

January 21, [redacted] ***Cincinnati Revdex.comE Fourth St,Suite Cincinnati, OH Revdex.com Complaint # [redacted] Dear [redacted] ***: We are in receipt of Revdex.com Complaint # [redacted] We have spoken to the referenced customer and have resolved all matters as expressed in the complaintBased on this, we consider the matter closed satisfactorilyThank you Sincerely, Jan B Macy's Executive Office ###-###-#### Extension cc: [redacted]