Macy's

Good Morning [redacted] I am following up with you on our customer [redacted], Complaint#[redacted].  I finally spoke to [redacted] on 10/25/2017 and have reviewed her complaint and I am listing the actions that took place to accommodate [redacted].   I am issuing a credit of $338.00 back...

to [redacted] original form of payment for the inconvenience of her being charged late.  I have also agreed to refund [redacted] her Worry No More fee of $169.00.  [redacted] will receive her refunds within the next 3-5 business days.  [redacted] understands that with these refunds she will not have a manufacturer’s warranty along with no additional Worry No More coverage.   I have attached a copy of the email that was sent to [redacted] for confirmation of our phone conversation. Macys considers this matter resolved and closed at this time with complete resolution.  Thank You,Sandy  Sandy M.Omnichannel Presidential Liason 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.     Macy's canceled the order without any communication to me.  They could not explain why I did not receive an email. 
Regards,
[redacted]

P.O. Box 8220 Mason, OH 45040
May 23, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's Account Ending in [redacted]
Complaint ID [redacted]
Dear [redacted]:
I am in receipt of your complaint forwarded to us by the Revdex.com. As a...

representative of Macy's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National [redacted].
A review of your account shows you chose to receive your Macy's monthly billing statements online through [redacted]. Your account number ending in [redacted] was registered with [redacted] on November 25, 2012, using the email address of [redacted]. Billing statements were successfully delivered to your email address each month from October 2015 to May 2016.
The balance on the account is correct, and as of the date of this letter, the below information is currently reporting for this account.
Open Date: December 3, 2009
Last Purchase Date: August 25, 2015
Last Payment Date: May 10, 2016
Charge-Off Date: April 20, 2016
Balance: $273.96.
Your account was assigned to [redacted], an external collection agency. Please contact [redacted] at ###-###-#### to make payment arrangements. 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,
Nancy M.Macy's Executive Office
###-###-#### Extension [redacted]
cc: [redacted]
The Revdex.com
The Macy's card is issued by Department Stores National [redacted].
This is an attempt to collect a debt and any information obtained will be used for that purpose.

Dear [redacted]:  I am addressing this issue on behalf of Macy's Executive Office. Thank you for your courtesy when we spoke. Please accept my sincere apology for any inconvenience you experienced when you didn't receive your order. We have replaced your order with free express...

shipping.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy's. [redacted], thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,   Dakota B.OC Operations Support Pres | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### |Email[redacted]

[redacted]   [redacted]
December 11, 2015
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy's account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  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
regret any disappointment you may have experienced because the credit limit was
lowered on your Macy's account.  As
mentioned during your conversation with a credit representative, according to
the terms of the enclosed Department Stores National Bank Credit Card
Agreement, we may review your account's payment history and activity, as well
as information provided by outside credit reporting agencies, and increase or
decrease your credit limit, without prior notice, based on this information.
Banks
manage the credit limits on credit card accounts as part of a sound risk
management strategy.  Our credit system
is designed to regularly evaluate accounts to ensure account holders still
qualify for their current credit limit. 
On one such evaluation of your account on October 16, 2015, the credit
limit on your Macy's account was lowered from $1,000.00 to $900.00.  The credit limit reduction was based on
outside credit information received directly from the credit reporting
agencies, which represents your creditworthiness.  In order to increase your Macy's account
credit limit as you requested, we require a reduction in the account balance
owed. 
In
your complaint, you expressed concern that lowering your credit limit may cause
you to be charged excessive over limit fees and late fees if your balance
exceeds your limit.  For your
information, we do not currently charge over limit fees on our credit
accounts.  As long as we receive your
minimum, monthly payments by the due date shown on your billing statement, no
late fees will applied to your account.
I
was disappointed to read that you had difficulty in accessing your account
on-line.  As you may know, we recently
underwent a scheduled credit system update for the Macy's credit card accounts
and redesigned our macys.com website.  We
apologize for any frustration this may have caused.  If you are still having problems accessing
your account information from macys.com, please let me know and I will gladly
arrange for a technical assistance specialist to contact you at your earliest
convenience.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to reply.   If I may assist
you in the future, please do not hesitate to call me at the telephone number
listed below.
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  [redacted], Revdex.com

February 14, 2017  [redacted]  Re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:  I do apologize that you have further concerns regarding the gift cards and Merchandise Only Certificate issued as refunds for your order # [redacted]. I have done further research regarding this issue. The refunds were as follows: Gift Card [redacted] ($61.74) This is resolved.Gift Card [redacted] ($123.48) Spent in Macy's store [redacted] in full.Gift Card [redacted] ($123.49) $94.98 spent in Macy's store [redacted].Merchandise Only Certificate ($61.72) Spent in Macy's store [redacted] in full.       The balance of the gift card ending in [redacted] was $28.81, which you did view posted to your [redacted] account. These sums do represent the entire refund of $370.43.        All purchases from the refunds were made in the Macy's [redacted] store in [redacted]a on December 22, 2016. I do apologize for any confusion regarding the values available to transfer to your [redacted] account. Although I did make requests to post the accommodation to your [redacted] account, I have just been informed we cannot do so for the current order. You have my sincere apology for that. I am willing to issue a Macy's gift card or a direct credit to a credit card of yours, if that would meet your needs. That process would take several days. Please let me know your choice. Thank you for bringing this issue to my awareness and allowing me to respond. Please let me know if you have any further questions. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati 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] In regards to complaint # [redacted]: Sharon W. from Macy”s did call.  She said they had found the problem, I was being charged with a mattress that was delivered and returned back to the store because it was the wrong mattress. Sharon told me that Macy’s owed me $915.87 for mattress,$80.00 for Ros delivery fee and $101.80 return fee. A total of $1,097.72 to be credited to my account.  I am waiting to see my bill to see it has been applied. It should be on my Feruary statement. Thank You so much.  Hopefully it has been resolved.[redacted]

December 27, 2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com 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,  Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.P.O. Box 8220   Mason, OH 45040Office: ###-###-####

Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy's
Executive Office, I was asked to review and respond to your concerns.
Our
records indicate that the drivers arrived earlier than your 2...

hour time window
and you were unable to leave work to meet them. The drivers then continued on
with their schedule and were unable to come back to complete delivery. Please
accept my sincerest apology for the inconvenience this caused you. Please be
assured that this information will be passed on to the appropriate personnel
for review.
We
show that your delivery was completed on 1/29/2016, I hope you were pleased
with your delivery service and again apologize for the delay.
We
show that adjustments have been processed for $108.50 and $54.25. As well, due
to your experience, I have processed an additional adjustment for 10% off of
the order. These credits will post to the original form of payment 3-5 days
after delivery is completed.
Sincerely,
Jennifer C.
Macy's Executive Office

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. I can access my account and Macys removed the late fees during the time I could not access my account or use the automated phone system. 
Regards,
[redacted]

We received [redacted] latest comments and we have already responded in our third response that our position has not changed on this matter (please see previous response listed below).  Her most recent response does not include any new information for us to review. Thank you, in advance, for your assistance and guidance.   Regards,Janice D.rDate Sent: 8/18/2015 5:58:14 PM[redacted]   [redacted]August 18, 2015[redacted]Re:  Revdex.com ID #[redacted]       Macy's account ending in [redacted] - [redacted]Dear [redacted]: I am in receipt of your additional comments filed with the Revdex.com and forwarded to Macy's Executive Office.  As the liaison in this office that is familiar with your file and has previously responded, I was asked to review and respond on behalf of Department Stores National Bank. As previously explained, it is our policy not to remove any delinquency from a credit report, unless it occurred as a result of a billing or bank error.  I have confirmed that no billing or bank error occurred; therefore, we are unable to remove the delinquency from [redacted] credit report. [redacted], I am sorry, but our position in this matter has not changed.  We are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If I may be of assistance on another matter, please contact me at the telephone number listed below.Sincerely,Janice D.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

[redacted]   [redacted]
February 25, 2016
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy’s account...

ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  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
addressed this same issue when we responded to your complaint filed with the [redacted], case #[redacted].  Enclosed you will find our prior response
dated February 11, 2016. 
If
you have any additional questions, or if I may be of assistance on another
matter, please feel free to contact me at the number listed below. 
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure
CC:  [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 am telling you the macys money totaling 85 given to me by macys headquarters to solve a previous Revdex.com case is not been allowed to be used because it has no expiration date. So how are you claiming nobody has reported not working macys money when I am reporting it. Additionally you yourself even said macys money has an expiration date, the money provided by randi P. at your headquarters did not, perhaps that's the reason the money won't be accepted but instead of looking up the macys certificate number you write back saying you help me from time to time so that's enough of an effort, right? Wrong! You have replied 3 times yet not addressed a single concern. My 85 in macys money won't work, then it needs to be traded in for a gift card that will be accepted. Either way it is your responsibility to do something to remedy it since you provided the 85 in macys money as a previous remedy, yet it isn't being accepted! Nobody said I would only accept a check mailed to my house so I don't appreciate your lack of effort or putting words in my mouth!
Regards,
[redacted]

[redacted], We received the complaint for Mauro Lo Conte regarding ID #[redacted]. The customer stated the fabric on the sofa cushion has a flaw. We show that the customer has an exchange set up which is scheduled for delivery on 4/14/17. We have refunded the customer’s delivery fee as an...

accommodation due to this issue and confirmed via email to the customer. Macy’s Executive Office Jon A.OC Operations Support Presidential | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

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 had not received the refund as promised. I had a phone conversation and e-mail exchanges with Macy's, but I did not get any money back. Macy's transferred the money to account which does not belong to me. 
Regards,
[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.  Sorry but your reply is unsatisfactory to me as the Macy's store I purchased the purse is going out of business and there are no returns. Yes I was able to make the purchase only for the fact that I was told by the sales woman she chouldn't hold the purse for an hour so I could drive home to get my Visa card. Using my debt card places me in a situation that the money assosciated with the debit card is condo rent money which is NOT to be touched. Also the rudeness of the sales woman, the rudeness from Macy's policy when in FACT [redacted] have no such policy for an inactive store credit card. No wonder Macy store are closing left and right.
Regards,
[redacted]

July 16, 2015
 
 
[redacted]
 
Re:  Better Business ID [redacted]
       Macy's gift card ending in [redacted]
 
Dear
[redacted]: 
 
I am
in...

receipt of your complaint to the Revdex.com that was forwarded
to Macy's Executive Office.  As a
representative in this office, I was asked to review and respond to your
concerns.  Thank you for the courtesy
that you extended to me during our conversation on July 9, 2015. 
 
I
apologize for any frustration you may have experienced in trying to resolve
this gift card issue.  The service you
describe 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.  Your feedback is critical as it assists us in
truly understanding our customer’s experiences and directs our attention to
areas in which we can improve our service quality. 
 
Regrettably,
we are not able to cancel the gift card and issue a store credit.  As we discussed, the above noted gift card is
being replaced by our gift card department and is expected to ship out to you
on July 13, 2015.  Please allow seven (7)
to ten (10) business days for the card to arrive.  In regards to your request for additional
compensation, while I can certainly understand your frustration surrounding
this issue, it is not Macy’s policy to compensate for inconvenience of
time. 
 
[redacted], we understand you have a choice of where to shop and we are sorry
this misunderstanding may have jeopardized our business relationship.  I hope you will continue to shop at Macy’s in
the future and allow us the opportunity to renew your faith in us.  If I may be of assistance in the future,
please do not hesitate to contact me at the telephone number listed below.  
 
Sincerely,
 
 
 
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted],
Revdex.com

[redacted]   [redacted]
November 16, 2015
[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 frustration you may have experienced in
trying to resolve this issue.  The
service you describe in your complaint 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.  Your feedback is
critical as it assists us in truly understanding our customer’s experiences and
directs our attention to areas in which we can improve our service quality.  Thank you for providing us with your
experience and feedback.
In
researching this matter, I found that the billing statement for the period
ending August 23, 2015, had a $127.37 balance, with a $27.00 minimum payment
due by September 20, 2015.  When no
payment was received by this date, your account was charged a $27.00 late fee
and $2.65 interest charge in accordance with the terms of the Department Stores
National Bank Credit Card Agreement.  The
billing statement for the period ending September 23, 2015, had a $157.02 balance
with a $58.65 minimum payment (including a $27.00 past due amount) due by
October 20, 2015.  We received your
payment of $102.00 on October 20, 2015, and as a courtesy to you removed a
$27.00 late fee, resulting in a new balance of $30.38 with a $27.00 minimum due
by November 20, 2015.  We received your
$30.38 payment on November 5, 2015, which brought your account to a zero ($0.00)
balance.  Enclosed are copies of your
billing statements for the periods ending August 24, 2015, through October 23,
2015, as reference.
My investigation shows that all fees were correctly
charged.  According to the terms of the
Department Stores National Bank Credit Card Agreement, if the minimum amount
due is not received by the payment due date as shown on your monthly billing statement,
a late fee and interest charge are applied to your account.  In reviewing the status of your account, we
do not report an account as delinquent to the credit reporting agencies unless
two consecutive payments are not received. 
Our
records indicate that you contacted us on November 13, 2015, and as a courtesy
to you, our Customer Service Associate removed the interest charges resulting
in a $32.01 credit balance on your account and closed the account as you
requested.  I requested a Credit Balance
Refund Check be issued which you should receive in seven (7) to ten (10)
business days.  [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 telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure / mailed Nov. 16, 2015
cc:  [redacted]
Revdex.com

May 5, 2016[redacted]Re: Revdex.com ID #[redacted] 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.  According to the Department Stores National Bank Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your billing statement, which for your account is the 20th of every month, late fees are applied to the account.  In addition, we may begin calling to advise you of the past due status of the account.  Our calls are intended as a courtesy to remind customers of a recently missed payment, as well as an opportunity to assist our customers with maintaining a good payment and credit history with us.  We have noted your account to cease collection calls as you requested.My research found that for the due dates of November 20, 2015 through January 20, 2016, the payments received were less than the minimum amount due for each of these months.  Also, when we did not receive a payment by the February 20, 2016, due date, the account was reported delinquent to the credit reporting agencies for that month.  You are not required to pay the full balance on your account each month, but you must make a payment at least equal to the minimum payment due each month.  Therefore, a late fee was applied each month during this timeframe.  Copies of your October 2015 through March 2016 billing statements as well as the Department Stores National Bank Credit Card Agreement are enclosed for your review. As a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the consumer.  Therefore, we are unable to accommodate your request to remove the delinquency from your credit report. However, on April 12, 2016, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”. Additionally, on March 5, 2016, while speaking with a supervisor, late fees totaling $108.06 were removed as a courtesy and you made a payment of $88.65 to bring your account current.  [redacted], we are sorry for disappointing you in this matter, but we are required to adhere to specific policies and procedures so that all of our customers are afforded fair and consistent treatment.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]Enclosurescc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] In her reply, the Macy's representative does not offer to resolve my complaint. In fact, she implies that I have used the gift cards I reported stolen for my own benefit. She states that my gift cards were used to buy "[redacted]" and that she will not reimburse me for their fraudulent use. In her carefully worded and deceptive reply, she fails to explain that the online orders placed using my gift cards were not shipped to me. According to information given to me by my local Macy's store and available to the representative, two orders were placed. They were shipped to persons and addresses unfamiliar to me in ** and [redacted]I plan to file complaints with the attorney general  of [redacted], my home state, and with the Federal trade commision, concerning the fraudulent use of my gift cards. Perhaps more significant where Macy's is concerned, they have lost a longtime high dollar customer and engendered a growing distaste for their way of doing business. The $5-10K/year I used to spend on Macy's furniture, bedding, clothing and other items will go elsewhere in the future because of their small minded approach to dealing with customer complaints. 
Regards,
[redacted]