Macy's

[redacted]   [redacted]
 
 
June 29, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[redacted]
        Macy’s EZ...

Exchange Card ending [redacted]
        Macy’s EZ Exchange Card ending [redacted]
        Order # [redacted]
 
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 personal apology for any misunderstanding
in regards to the value and replacement of your above referenced Macy’s EZ Exchange
Cards. 
 
For
clarification, the EZ Exchange Card ending [redacted] had a balance of $22.49 and the
other EZ Exchange Card ending [redacted] had a balance of $22.83 totaling
$45.32.  I have confirmed that the order
#863306652 was canceled due to no email address which is necessary in verifying
an online order.  Because the order
process did not complete, these cards were not charged; and as a result, we are
not able to accommodate a refund of $34.99. 
When using gift cards for purchases, we suggest customers hold onto the
cards used in case a cancellation, exchange, or return occurs in which the
funds are returned back to the original form of payment.  I regret our Associate did not return your
gift card to you.  Since one of your
cards was thrown away, we have closed out both of the above referenced EZ Exchange
Cards and enclosed a $50.00 Macy’s gift card as a replacement.   
 
Macy’s
goal is to have professional and knowledgeable sales associates available, so
that all of our customers’ questions and needs are addressed and resolved
efficiently.  Be assured that the
problems you encountered are not typical of the level of quality customer service
that we strive to provide.  Therefore, I
would like to thank you for the time you took to share this situation with us,
as it directs our attention to areas in which we can improve our service
quality.  As a gesture of goodwill, I
have enclosed an additional $25.00 Macy’s gift card for you to enjoy on your
next shopping experience. 
 
[redacted], your continued loyalty is important to us, as well as appreciated, and
we hope you will view this as an isolated incident.  If I may be of further assistance, please do
not hesitate to contact me directly at the telephone number listed below. 
 
Sincerely,
 
 
 
[redacted]
Macy's Executive Office
###-###-#### Extension 73281
 
Enclosures / mailed June 29, 2015
 
cc:  [redacted],
Revdex.com

April 25, 2017[redacted]Marketplace Resource ConsultantCincinnati Revdex.comre: Revdex.com Compliant ID [redacted]Dear [redacted]: I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to her satisfaction. Based on this...

information, Macy's considers this matter closed and resolved. Sincerely,cc: [redacted] Steven A.Correspondent, Ominchannel Presidential | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

Dear [redacted], We are in receipt of Revdex.com complaint #[redacted].  We have spoken with [redacted] and we were able to resolve all matters expressed in her complaint.  Based on this, we consider this matter closed satisfactorily.  Thank you. Sincerely, Yvonne F. |...

Omnichannel Presidential ExecutiveOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-#### Ext [redacted] |  Fax: ###-###-#### | Email: [redacted]

October 20, 2015
[redacted]
1 West 4th Street
Cincinnati, OH 45202
Re: Revdex.com
Complaint # [redacted]
Dear
[redacted]: 
I am
in receipt of [redacted] complaint, and apologize that their price adjustment
had not appeared on their...

[redacted] account. 
I have confirmed that a price adjustment in the amount of $116.41 was
processed and sent to their [redacted] account on September 11, 2015.  As a courtesy, however, I am sending a check
for the amount to [redacted] shipping address provided on the order. They can
expect to receive it within 14 business days. 
We consider this matter resolved.
Sincerely,
Toneia W.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

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]

Thank you for checking, we have no new information in our files.  If [redacted] would like more information or clarification, he is more than welcome to contact Alison at number in the letter.  If she is not available, he can leave a message and she will return his call. Thanks,Dave Dave T. |  Executive Liaison Auditor  |  Executive Liaison Team ###-###-####  |  tieline [redacted]  |  [redacted] Macy's Credit and Customer Services  |  [redacted]

December 1, 2016     [redacted]   Re: Revdex.com Complaint ID #[redacted]   Dear [redacted]:   I am in receipt of your additional complaint filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to further review and respond to your concerns.  I apologize for any inconvenience this matter may have caused you.   I was disappointed to hear of the customer service issues you described experiencing in our Pembroke store location, as it is not indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations to meet exceedingly high levels of service.  The information you provided, as well as my response, has been forwarded to the appropriate parties so that they may address this issue directly with the associate involved.  Please be assured that Macy’s does not participate in misleading or unethical business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.   As a security measure, a driver’s license may be scanned at the register to ensure that the identification presented is valid.  This procedure allows the associate to confirm the appropriate party is picking up the order.  I can assure you that we do not store any of your information within our system.   [redacted], your feedback is important as it allows us an opportunity to learn of areas in which we can improve our service quality.  Therefore, I want to thank you for taking the time to share your experience as well as giving me the opportunity to respond.  If I may be of further assistance please feel free to contact me at the telephone number listed below.   Sincerely,     Tyeisha B. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com      Store Manager, [redacted]

Dear [redacted], We are in receipt of Revdex.com Complaint ID [redacted].  We have spoken to [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Sincerely, Julie R.Liaison, Omnichannel...

Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

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.  I have just recieved in my email inbox for the first time that the Revdex.com is waiting for a response from me and when I clicked on the link it tells me that the complaint has been answered and is closedI noticed the response from macys"MESSAGE FROM BUSINESS: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 complaint. Based on this, we consider the matter closed satisfactorily.Thank you,"And I want to note that they a woman had contacted me from macys to discuss the complaint a while back almost a month ago by now and we ended off that she would be back in touch and needed a few days to see if a previous rep will be handling as noted and if not she will "take over the case"She had called me back one more time and I told her it was not a good time and to please try me later onSonce then she has not contacted me once and I have made several attempts to get back in touch with her I even called macys corporate for online sales and they told me they see noted that she is taking care of it but they cannot see any details and they will be leaving her a message to get back to me.I STILL HAVE NOT HEARD ANYTHING BACKI find it insulting that they will respond to the Revdex.com claiming they contacted me and that the matter has been resolved.Absolutely not the caseNo resolution has been reachedTHANK YOU[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.   
Regards,
[redacted] Hi! My name is [redacted]. I submitted a complaint in December 2016. A resolution was made in January 2017 after Macy's agreed to issue my full refund and provide me with an additional $100 as an apology. To date, I have received $90.55 of my $470.43. The first refund for $61.74 was received on January 10 and that was it. So, I contacted the officer who responded to my complaint, Marjorie Bell, on February 3rd and received a response saying she will look into this and get back to me. I did receive an additional refund in the amount of $28.81 on February 6. I left an additional message for Ms. Bell just now but am not confident that much will come of it. I wanted to inform you that although a resolution was agreed upon, Macy's has once again failed to deliver.Please help![redacted]Complaint ID# [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.   
Regards,
[redacted]

1/29/18Complaint ID#[redacted]New Information found and am advising you so we are closing this matter permanently. Please see below.Found return receipt from customer returning item to store on 12/06/2017. Customer has been refunded 2 times for this item and I will not be accommodating further. Have advised the customer to take legal action should she wish to pursue further. Closing issue as resolved and final.Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

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.  Sorry for the delay in replyI actually left a voicemail for [redacted] regarding this. I just received notice from my bank that they had received the payment on 11-23 but did not originally process it. They have now processed it and I have my money. Please close my case Thank you[redacted] 
Regards,
[redacted]

[redacted]   [redacted]
February 23, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in...

[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 concerns on behalf of
Department Stores National Bank.  I
apologize for any inconvenience you may have experienced. 
Our
records indicate that you contacted us on October 15, 2015, to dispute a charge
on your account that was made in the Somerset store under receipt
#301-0010-3478 on August 1, 2015.  This
receipt shows that an online order, #[redacted] was placed by the store
associate because the [redacted] was not available in the
store.  On that same date a Statement of
Fraud was sent to you to complete and return to our Fraud Investigations
Department.  On January 18, 2016, you
called in to check on your Fraud Claim and advised that you would resend the
fax to the Fraud Department.
On
February 15, 2016, our Fraud Department reviewed the claim and could not find proof
of delivery for the order and removed the $35.78 charge from your account,
along with $177.00 in late fees and $12.80 in interest charges.  In addition, we cleared our internal record
of the delinquency and requested the credit reporting agencies update their
records and delete any history of delinquency for the time period of September
2015 through January 2016.  Kindly allow
the agencies approximately seven (7) to ten (10) business days to make the
necessary corrections to update their records. 
This letter will serve as confirmation of our request. 
[redacted], 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 D.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

[redacted]   [redacted]
February
23, 2016
[redacted]
[redacted]
[redacted]
[redacted]
Re:  [redacted] - Case
#[redacted]
        Better Business...

Bureau ID [redacted]
        Macy’s account ending in [redacted] - closed
        Macy's account ending in [redacted] - closed
Dear [redacted]: 
I am in receipt of your complaints filed with the
[redacted] and the Revdex.com which were
forwarded to Macy's Executive Office.  As
a liaison in this office, I was asked to review and respond to your concerns on
behalf of Department Stores National Bank (DSNB). 
We
sincerely regret learning that you have been a victim of identity theft and the
problems this may be causing you.  Our
records indicate that you notified us of the fraudulent account on September
17, 2015, at which time the account number ending in [redacted] was closed and the
account number ending in [redacted] was opened. 
This action prevents the ability for more charges to be made on the
account opened by the unauthorized party. 
We also immediately closed the account ending in [redacted].  While the associate you spoke with closed the
accounts, they did not initiate the Fraud Claim process. 
Our
records indicate that on October 26, 2015, you called in to check on status of
the investigation you were transferred to the Fraud Department who sent you a
Statement of Fraud to complete and return. 
It was at that time that the Fraud Claim was started.  We received the completed form on January 19,
2016.   We ask our customers to allow up
to ninety (90) days for our Fraud Department to complete their investigation.
On
February 9, 2016, our Fraud Department completed their investigation and
removed $2,195.78 in fraudulent charges and all late fees and interest
associated with this issue from the account. 
We cleared our internal records of the account associated with this
issue and requested that [redacted], [redacted], and [redacted] delete the line of
credit from your credit file.  Please
allow the agencies approximately seven (7) to ten (10) business days to make
the necessary corrections to their files. 
Until then, this letter will also serve as confirmation. 
[redacted], 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
D.
Macy's
Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted]
       [redacted], Revdex.com

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.  I would like to thank Revdex.com for their support and just being there for consumers.  The letter does not say anything different than what I have  experienced with their corporate office/store.  They told me when I was giving my watches to them that they will fix the watch at no charge but  there is no mention of that in the letter. I was indirectly told by their corporate office and store that they have no record that I have bought the watches from them but then they found a receipt of one of the watch. I have spoken to Stephen and he told me that he has found the receipt for the 2nd watch too but now they are denying that also... I have attached my repair receipt which clearly says that they need to diagnose the problems in the watch and not just change the battery.  If I was not told that both watches would be fixed at no charge (Macy's will eat cost to be exact) then why I ask or on what basis was this repair receipt was put in their system. They knew I did not have a receipt from the get go so why would they waste the time and do all that work. Type the repair receipt, send both watches to repair shop etc... if you really think about it then you will come to conclusion that something must have been said to me that is the reason I gave them my watches. If they were not going to repair without receipt then why would they accept them from me on the 1st place. It does not make any sense, I even had the lady write on the repair receipt with her signature that if they do not get it repaired before we move then they will have to mail it to mail them at my new address and you can see that on the receipt I have attached and also repair description that their employee wrote up..... Read the repair receipt and it clearly states everything they are suppose to do and now if they want to lie about it then there is not much I can say. This is the way they take care of their  customer who has spent thousands and thousands of dollars at their stores. Well done Macys.... good luck to you for treating your loyal customer in this manner. Keep lying to them and never keep your word. Why be honest when you can lie and get away with this. I would like Revdex.com to please leave my comments on their website so other folks can see for what they are. I guarantee you after my comments you will see other people will come forward. Thank you  
Regards,
[redacted]

September 1, 2017     [redacted], **  [redacted]   Re: Better Business Complaint ID #[redacted]        Merchandise Return   Dear [redacted]:   I am in receipt of your Better Business Inquiry which...

was 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 apology for any miscommunication regarding the details of your [redacted] purchase, and for the service you described receiving.   As a company committed to outstanding customer service, Macy’s goal is to have professional and knowledgeable sales associates available within every department, so that all of our customers may have a positive and rewarding experience.  Although we do not like to hear that we did not meet your expectations, your comments are important to us, as they provide us an opportunity to follow up with the appropriate action.  Therefore, I have forwarded a copy of your letter, as well as my response, to the Store Manager at our [redacted] Macy’s store in Sugar Land, Texas, so that he may address these issues with his store personnel.    In addition, when I contacted the Store Manager in regards to this issue, he let me know that he has spoken with you, and although the store has been closed due to the recent rain and flooding, when the store reopens and you are able to come in, he will be happy to process this return.    [redacted] thank you for bringing this matter to our attention and giving me the opportunity to respond.  I hope that you and your family stayed safe during the recent weather devastation in Texas.  Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely, Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Store Manager – Macy’s [redacted]

October 30, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s American Express application #[redacted]...

        Macy’s account ending in [redacted]   Dear Ms. [redacted]:   I am in receipt of the complaint you 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 on behalf of Department Stores National Bank.  Please accept my apology for any inconvenience you may have experienced as a result of this matter.    While in the Macy’s Perimeter store on October 8, 2017, an associate inquired if you would like to apply for a Macy’s American Express card.  You verified your address, phone number, email address, and provided income information.  During the account application process, the applicant must review and verify that all information input into the system is correct by signing the keypad before the application is considered.  Above the signature line, it is noted as “Thank you for applying!”  I apologize for any misinformation that may have been provided to you by the sales associate at that time.  After signing, the options presented are “CLEAR” or “ACCEPT”.  By selecting “ACCEPT”, you authorized the application which would require pulling a credit report to evaluate your credit worthiness.  For clarification, under federal law, with every credit card application we must determine the applicant’s ability to repay additional credit.  This is accomplished by reviewing the annual income information provided with the application and the minimum payments due on all existing loans as they appear on your credit report.  Because of this I must decline your request to delete the inquiry.   In regards to the customer service that you describe receiving in the Perimeter store, Macy’s goal is to have professional and knowledgeable sales associates available, so that all of our customers’ questions and needs are addressed and resolved efficiently.  It appears we may have fallen short of this goal.  Therefore, I would like to thank you for the time you took to share this situation with us, as it directs our attention to areas in which we can improve our service quality.  Your complaint has been forwarded to the store manager for review and to take the appropriate action.   Ms. [redacted], thank you for allowing me the opportunity to address your concerns.  .  If I may be of further assistance to you, please contact me at the number listed below.   Sincerely, Rhea B[redacted] Macy’s Executive Office ###-###-#### Extension [redacted]   cc:   [redacted], Revdex.com         Store Manager, Perimeter Macy’s

[redacted]   [redacted]   April 19, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy's account ending in [redacted] (lost/stolen)...

        Macy's account ending in [redacted] (lost/stolen)         Macy's account ending in [redacted]   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 on behalf of Department Stores National Bank.   We sincerely regret any frustration that you may have been experienced regarding the fraud on your Macy’s account, and for the problems you encountered while attempting to resolve this matter.  Upon review, I found that on December 16, 2016, you disputed the charges on your account.  At that time, we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  On January 3, 2017, you disputed the transferred charges on your account.  At that time we reported your Macy’s account ending in [redacted] as lost/stolen and a new credit card ending in [redacted] was issued.  If a charge is determined fraud, any related fees will be removed.   I am pleased to convey that on March 31, 2017, we removed the $613.22 in fraudulent charges, $64.00 in late fees and $14.44 in interest charges from your account ending in [redacted].  Please note the fraud charges were transferred back to the accounts ending in [redacted] and [redacted] for fraud processing, however, these accounts will have no impact on you or your credit report.    Your statement for period ending December 23, 2016, (copy enclosed) shows the charges you did not identify as fraud totaled $181.93.  We received your $177.92 payment on January 19, 2017 (which was less than the total due).  As a courtesy, on April 7, 2017, I credited the remaining $4.01.  As of today’s date your Macy’s account ending in [redacted] is open with a zero ($0.00) balance.  Also, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted], [redacted] and [redacted] delete the late payment history for February 2017 and March 2017 on your Macy’s account from your credit report.   Thank you for bringing this matter to our attention.  If I may assist you in the future, please contact me at the telephone number listed below and I will be happy to help.   Sincerely, Rhea B. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed April 19, 2017   cc:   [redacted], Revdex.com

SECOND SUBMISSION:  I received delivery of the merchandise in 7/14/16 which, did not include pick-up of the returnedmattress and box spring. After informing the delivery service that a return should be included a callwas made and the returning set was removed.On 7/19/2016 I called Macy's Customer service to determine when the price difference would bereturned to my bank account. It was during this phone call that it was determined that I was charged aprice different from the receipt given me per return sales number [redacted].On 7/08/16 I spoke with Sue at ###-###-#### to ask if I purchased a bedding set on sale would I bereturned the difference in the original price of $1,482.06; I was told that I would receive the difference.On 7/14/2016 I purchased a set on sale for $589 (see attachment). However, customer service statedthat my purchase price was in the system as $849, tax $67, totaling $916.92.I made calls to the bedding manager on 7/19, and to Sue at the corporate office for clarification butreceived no call back.Therefore this complaint remains open because of:1. Being charged one price and being given a receipt for a different price.2. My not receiving the refund of $754.3. Being charged a delivery fee for the new purchase and not the 2014 purchase.Alcenia Coleman[redacted]