Macy's

[redacted]   [redacted]
February 11, 2016
[redacted]
Re: Better Business Complaint
ID #[redacted]
       Macy's [redacted] account ending
in [redacted]
Dear [redacted]: 
I am in receipt of your response to our previous
correspondence 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. 
I understand your concern regarding your current
balance.  Please be advised that the
statement you received on January 28, 2016 had a bill closing date of January
17, 2016.  The adjustments mentioned in
my previous letter occurred on January 18, 2016 and therefore did not reflect
on that statement.  I can assure you that
your account has a zero balance.  This
can be verified through our automated number on the back of your card, or by
speaking with one of our representatives. 
I would also be happy to send you a zero balance statement once your
next bill closes on February 17, 2016 if you would prefer.  This letter also shall serve as confirmation
of the zero ($0.00) balance on your account.
[redacted], thank you for giving me the opportunity
to respond.  If you would like the
February 2016 statement mailed to you, please contact me at the number listed
below after February 20, 2016.
Sincerely,
Cathy D.
Macy's Executive Office
###-###-####
cc:  [redacted],
Revdex.com

Revdex.com:
II apologize for the delay as we had lost internet. You reducing our limit by $1,000.00 is absurd and overly punishing. We have had that card for 20 years and such a harsh decrease is crazy. Not only that we had paid that off on more than one occassion. Our long standing history with Macy's should have counted.  Having a $100 limit is so absurd and not even worth our time. Tell me what we can purchase with such a ridiculous limit? Creditors absolutely have the power to change what ever they please. As well, you mention a letter that we have NEVER received. I just logged on to Macy's and was told I needed to pay $86.00 or something like that to finally pay it off. So I set that up, which doesn't match what you have just stated in this letter.  Once again not the truth  if I change my payment we will once again be in default. The mere fact after 20 years we are treated as criminals and nonpayers is outrageous. What if a serious life event had happened, which it actually did, we should call our credit card holders first?  Discussing our major life accident is none of your  employees concern as they would NOT have cared anyway, which is obvious by how you reduced our limit. And the sick part is we only owed less than 150 on the account.  Macys officially doesn't care.  We want our credit limit stored and actual amount owed reflected on YOUR site. 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]

December 12, 2017  [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I am responding to your Better Business Complaint regarding your recent experience with...

online ordering and Macy's customer service. Thank you for your courtesy when we spoke. The appropriate sale prices have been provided. Certainly, coaching and feedback have been provided for the process of placing the order. That was consistent with Macy's policy as well as your request. Your experience did not meet your expectations for Macy's or our own. We are most appreciative of your bringing this to our awareness to allow improvement for our customers' experiences in the future. In respect and consideration, a $50.00 Macy's gift card is being sent to you. This is coming in a plain white envelope. Thank you for continuing to shop at Macy's. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: Ms. Tina Geers, Cincinnati Revdex.com

[redacted]   [redacted]     June 17, 2016     [redacted]
[redacted]
[redacted]   Re:  Revdex.com Complaint [redacted]        Macy’s [redacted] account...

ending in [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 was disappointed to read about the experiences you described with our telephone representatives calling to inquire about a payment to your Macy's account.  Although our calls are intended as a courtesy to remind customers of a recently missed payment, it is also an opportunity to assist our customers with maintaining a good payment and credit history with us.    Your credit card has two accounts associated with it and accesses two lines of credit.  Purchases made at any Macy’s store or online at macys.com are applied to your Macy’s store account ending in [redacted], with a billing date of the 20th of each month.  Purchases made outside of Macy’s are applied to your Macy’s [redacted] account ending in [redacted], with a billing date of the 26th of each month.  Because these accounts have different billing dates, we send separate billing statements for each account.  When making a payment through your bank’s on-line bill pay service or on macys.com, each account must be registered separately, and the appropriate one selected at the time of payment.  I sincerely apologize for any frustration this matter may have caused you.   Upon review, I found your purchases were made in the Macy’s Merritt Square Store; therefore, they were posted to your Macy’s store account ending in [redacted].  Your purchases totaling $113.40 were made on October 16, 2015, and the payment for this amount was received on November 4, 2015.  This payment was posted to your Macy’s [redacted] account and transferred to your Macy’s store account on December 6, 2015.  The payment of $33.47 that was posted on December 4, 2015, for the purchase you made on November 24, 2015, was transferred to your Macy’s store account as well on December 6, 2015.  For your purchase made on December 3, 2015, the payment of $99.82 was received on December 17, 2015, resulting in a credit balance of $99.82 on your [redacted] account.  On January 28, 2016, a representative requested for a Credit Balance Refund check to be sent for this amount, and we received indication that you had cashed the check.  On February 26, 2016, the payments of $113.40, $33.47, and $99.82 were all transferred to your Macy’s store account again, resulting in a debited balance of $249.83 on your [redacted] account.    On May 23, 2016, the $113.40 payment was transferred back to the [redacted] account and on June 9, 2016, the $33.47 payment was also transferred.  We received another payment from you for the amount of $99.82 on May 16, 2016, that was applied to your [redacted] account.  The late fees ($54.00) and interest charges ($15.77) have been removed from your Macy’s [redacted] account resulting in a zero balance. Furthermore, this account was closed on September 29, 2015, due to inactivity.    I have cleared our internal records on your Macy’s store account and [redacted] account of any delinquency associated with this issue, and requested that [redacted], [redacted], and [redacted] delete the delinquency on your Macy’s store account for January 2016, and the delinquency on your [redacted] account for March 2016.  Kindly allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   In addition, the late fees ($124.00) and interest charges ($17.83) on your Macy’s store account have been removed.  As of the date of this letter, this account is open with a current balance of $109.66, and a minimum payment of $27.00 due by June 20, 2016.  I have enclosed an account audit of your Macy’s store and [redacted] accounts from October 2015 through May 2016.  I have also included your Macy’s store billing statements from October 23, 2015, through May 24, 2016, and [redacted] billing statements from November 29, 2015, through May 30, 2016, as reference.   [redacted], your continued loyalty is important to us, as well as appreciated, and I am sorry this problem wasn't resolved sooner.  Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me.    Sincerely,     Stephanie C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed June 17, 2016   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.  Macy's credited all interest & late fees on my account. Many thanks for your help.[redacted]

Yesterday, I received an acceptance letter from Macy's accepting my proposal for the debt management program. This satisfies what I have been needing for the past two months, however, my minimum payment on my account has not been corrected. If you could assist me in contacting Macy's to fix this, I would greatly appreciate it. Thank you,[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.  My bank took care of it.
Regards,

[redacted]   [redacted]     February 9, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]   Dear [redacted]:    I am in receipt of your Better...

Business Bureau complaint that was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns.  I intended to discuss this matter with you personally; however, my attempts to reach you on January 30, 2017, were unsuccessful.  However I was able to leave you a voice mail message.    In regards to your wife's [redacted] handbag repair, I contacted [redacted] Client Services at ###-###-#### and was advised that they do not have a warranty program on their products.  Their products are handmade and all repairs are done by [redacted] craftsmen.   The repair made on your wife's handbag was from normal wear and not a product defect.       As required by [redacted], the repair person must also indicate the condition of the bag as it is received, which according to your complaint was “well worn, dirty, and tanned”.  In reviewing this with the [redacted] representative, she advised that the condition of the bag is normal for one that has been lovingly used for six years.         To preserve the beauty of the handbag, [redacted] recommends following these guidelines for its care: -          Be careful not to scratch or rub your product against abrasive surfaces, especially the leather trim. -          Prevent your product from humidity and keep it away from direct sources of heat (radiators, inside of cars in summer). -          Clean the bag with a soft cloth that has been dampened with slightly soapy water, avoiding the leather parts and never use a solvent. -          Avoid contact with hand cream, hand sanitizer, make-up and perfume. -          When not in use, store the article in the felt pouch provided with your purchase. Do not store in high temperature, high humidity or unventilated areas.   The trimmings are in natural cowhide leather, which is finished through a vegetal tanning process. Some natural marks or genuine irregularities in the leather may show through.  Over time, the leather, which is sensitive to scratches, will acquire a beautiful patina. -          Protect your product from water, which may stain the leather. -          Natural cowhide may be stained by contact with damp hands (sanitizer, hand cream, water, perfume etc.). -          Should it get wet, dab it with a lint-free, light-colored and absorbent cloth and never use a solvent.   The customer service issues you describe in your letter, 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.  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.  Therefore, thank you for bringing this matter to our attention and giving me the opportunity to respond.    [redacted], please accept my apology for any misunderstanding regarding the repair on your wife’s handbag.  While I am unable to refund the cost of the repair, as a gesture of goodwill, I have enclosed $50.00 in Macy’s Money that can be used in any Macy’s store towards a future purchase.  If I may be of additional assistance, please contact me at the number listed below.   Sincerely,       Janice D. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures / mailed February 9, 2017   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]

[redacted],    We are in receipt of Complaint ID #[redacted] regarding the consumer's furniture purchase.  As a one-time accommodation, a return outside of policy has been set up for the recliner in the home. A full credit will be issued to the consumer's account within 7-10 business days...

after pick-up on Saturday 10-29. If the consumer has any questions or concerns, she can contact Macy's Executive Office directly.    Thanks,    Macy's Executive Office

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]           Dear [redacted]:...

  We are 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.  Please accept my personal apology for any frustration or inconvenience you may have encountered regarding this matter.   Our records indicate you called on March 9, 2017, and informed our Customer Service Representative that did not receive your $131.00 Credit Balance Refund (CBR) check that was issued to you on September  29, 2016.  She submitted the request to reissue your CBR check, yet may not have conveyed the proper thirty (30) day timeframe currently required by the department that processes these requests.  To clarify, it may take up to thirty (30) days to stop payment on the check that was issued, issue a new check, and then another seven (7) to ten (10) business days to receive in the mail.  Therefore, the delay was not due to an error in processing, yet an error on behalf of the associates you spoke with in communicating the correct timeframe of when to expect your check.  Please be assured that the service you described receiving from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.  Accordingly, I have forwarded a copy of your letter, as well as my response, to the appropriate manager so that they may address these issues with the associates involved.   On April 1, 2017, we received another call from you to inform us that you did not yet receive the $131.00 replacement CBR check.  On April 3, 2017, the billing department received your original request submitted on March 9, 2017, and placed a stop payment on the CBR check #[redacted], and requested to have a new check mailed to you.  On April 10, 2017, you called to check on the status, and were advised it was just reissued that day, and the new check #[redacted] would be mailed out to you the next day on April 11, 2017.  Our records confirm the replacement check was cashed on April 20, 2017.    [redacted], thank you for allowing me the opportunity to respond to your concerns.  We regret any inaccurate information you may have been provided, and hope you will regard this as an isolated incident.  We value your loyalty, and hope you will allow us to exceed your expectations in the future.  Please accept the enclosed $25.00 in Macy’s Money which may be used at any Macy’s store location.  If I may be of further assistance, please do not hesitate to contact me at the phone number listed below.   Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed May 1, 2017   cc:   [redacted], Revdex.com           Customer Service Manager

[redacted]   [redacted]
 
July 6, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Macy's Store Account Belonging to [redacted]
[redacted]
 
Dear
[redacted]: ...


 
I am
in receipt of your recent complaint filed with 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.  I
intended to discuss this matter personally with you; however, I was
unsuccessful in reaching you.  I did
leave a message on your voicemail on June 24, 2015, and welcome the opportunity
to speak with you.
 
I
was truly sorry to learn of the passing of your mother, [redacted], and
I hope you will accept my deepest condolences. 
I was disappointed to learn about the level of customer service you
received when you called our Credit and Customer Service department.  Please know, the level of customer service
that you received is not the high level of quality customer service we strive
to provide at Macy's.  It is
disheartening to learn that our associate neglected to show compassion and
condolences to you during this difficult time. 
Please know, I have forwarded your feedback to the management teams over
the associates that you spoke with, where they will address this issue with the
associates involved.
 
Unfortunately,
as we do not have any documentation that you are the executor of [redacted]
estate, I am unable to disclose any information pertaining to her Macy's Store
account.  However, I can confirm the fees
referenced in your inquiry were waived, and a credit balance refund check was
sent.  Should you have further inquiries
regarding your mother's Macy's Store account, you may send documentation
confirming you are the executor, to the address listed above, or you may fax
this information to my attention at ###-###-####.
 
[redacted], thank you again 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,
 
 
 
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted]
     Cincinnati Revdex.com
     Complaint
ID: 10681733  
The Macy's card is issued by Department Stores
National Bank.

I would like to attach documents regarding my case because those will show what fraud I am talking about !In the email about my order they said shipments will be separated and placed items as if they were bought separately but everything was same order, than it should qualify for the free [redacted] bag...

that is not included, also I requested many times a cancellation of the whole order and this company is trying to force me to keep the order, they do not have ethical procedures at all. I even call [redacted] to refuse the products and send them back to Macy's because with a fraud store like this I will not do business or buy products anymore ! Please help me !We are in U.S. those kind of things should not be allowed to happen.Business like this deserve to lose their license !
[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.  Tonie R. contacted me and applied a $25 refund to my card.  Pleased to get the situation resolved but still kind of ridiculous to have to go this far for $25.00.  Customer service employees through Macy's should be trained the proper procedure for handling refunds.
Regards,
[redacted]

[redacted]   [redacted]
April 01, 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 Bank.
I
apologize for any confusion regarding your account qualifying for the [redacted]
reporting to the [redacted] ([redacted]) for the 2014 tax year and for
any delay in responding to your previous inquiry.
A
review of our records confirms we previously responded to your inquiries on
February 2, 2016, and on March 21, 2016. 
I have enclosed copies of those correspondences for your reference. 
Thank
you for giving me the opportunity to respond. 
If I can be of further assistance, please do not hesitate to contact me
at the telephone number listed below.
Sincerely,
Nancy M.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosures
cc: [redacted]
      RevDex.com  
The Macy's card is issued by Department Stores
National Bank.

P.O. Box 8220 Mason, OH 45040April 24, 2018[redacted]RE: Revdex.com ID: [redacted]Macy’s Account Ending in [redacted] Macy’s [redacted] Account Ending in [redacted]Dear [redacted]I am in receipt of your complaint filed with the...

Revdex.com (Revdex.com) which was forwarded to Macys 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).Please accept my apology for any frustration that you may have been experienced regarding the email notifications that were sent to you. We send separate monthly statements for your Macy’s Credit Card and your Macy’s [redacted] account.Our records show that the Macy’s account ending in [redacted] and the Macy’s [redacted] account ending in [redacted] were registered to receive electronic statement notifications on December 27, 2016. Email notifications were sent for the account ending in [redacted], to [redacted] on December 11, 2017, January 10, 2018, and February 7, 2018. On February 8, 2018, you requested the email address of [redacted] to be changed to [redacted]. Therefore, the emails sent on March 7, 2018, and April 9, 2018, were sent to [redacted].Currently, your Macy’s [redacted] Account has a balance of $0.00 and your Macy’s Account has a balance of $134.30. When reviewing your account online, please be sure you are reviewing the account intended to view. In the interest of customer service, on April 1, 2018, I waived the late fee of $27.00 that was applied to your Macy’s Account ending in [redacted]. The new balance is $58.99 with a minimum payment of $58.99 due by May 1, 2018.For your review, I have enclosed copies of billing statements for the Macy’s [redacted] (ending in [redacted]) with statement closing date of November 09, 2017, through statement closingdate of March 9, 2018. I have also enclosed copies of billing statements for the Macy’s Account ending in [redacted] with statement closing dates of December 5, 2017, through April 4, 2018.Thank you for bringing this matter to our attention and for giving me the opportunity to respond. If I may be of further assistance, please do not hesitate to contact me.Sincerely,Lawrence A.Macy’s Executive Office ###-###-#### Extension [redacted]EnclosuresCC: [redacted] ( Revdex.com)

I’m not sure what else this customer is wanting. Do you have any specifics? Our April 7th response is below. Thanks.Re: 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. Please accept my personal apology for the condition in which you received your item.  I was disappointed to hear that your item was not properly inspected upon shipment.  Please be assured we work very closely with our fulfillment centers to make sure all merchandise ships and arrives complete and in the greatest condition possible.  Although I will not offer excuses for the error that occurred, I assure you this is not indicative of the level of service we strive to provide.  Unfortunately, we are unable to ship a hang tag for the [redacted].  However, we can return the item for exchange.  Please contact us directly for return instructions. Please be assured that only authentic [redacted] and [redacted] handbags are sold on macys.com.  For your convenience, the [redacted] brand authorization letter was previously sent to you.  Thank you for bringing this matter to our attention, and allowing me an opportunity to be of service to you.  If I can be of further assistance, please feel free to contact me at ###-###-####.  My office hours are Monday through Friday, 9:00 AM to 4:00 PM, Eastern Time. Sincerely, Tonie R.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Revdex.com of Cincinnati

October 17, 2016     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   We are in...

receipt of the complaint filed by [redacted] on your behalf with the Revdex.com which was 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.  Because this is an individual account in your name only, I am addressing my response directly to you.   Per the Department Stores National Bank 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 $2.00.  This interest charge is for the money loaned to you during that period, and will appear on the next month’s billing statement. This 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 account in accordance with the Credit Card Agreement.    Applying this billing policy to your account, the $2.00 interest charge that appeared on the billing statement for the period ending November 5, 2015, included interest for the funds loaned to you between the last bill date of October 6, 2015, and the date (October 26, 2015) that your $98.61 payment was applied to your account.  When payment was not received by December 2, 2015, an additional minimum interest was charged.  Additional minimum interest continued to accrue as the balance revolved from month to month.  As a courtesy to you, the $24.00 in interest charges paid between December 2015 and October 2016 have been credited to your account, bringing your account to a credit balance of $24.00.  I have requested a refund check be mailed to you.  Please allow seven to ten (7-10) days to receive the check.  As of the date of this letter, your account is closed and has a zero ($0.00) balance, and I assure you no additional interest will be charged to the account.   [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 do not hesitate to contact me.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

March 7, 2017[redacted]Re:  Revdex.com Complaint ID [redacted]   Dear [redacted]: I am in receipt of your additional comments sent to the Revdex.com, which were forwarded to Macy’s Executive Office.  As a liaison in this office, and because I am familiar with this matter, I was asked to review and respond to your concerns.   Thank you for the courtesy you extended to me on February 21, and February 27, 2017.  It was a pleasure speaking with you.  After our conversation on February 21, 2017, I connected with our Marketing Department to obtain additional information about the Diamond Orbital Ring featured as a “Deal of the Day” advertisement for the “One Day Sale” on January 13 & 14, 2017.  Our Marketing Department advised that because the item comes in a few colors, the item description said “in white, yellow, or rose gold or sterling silver.” There are only three colors for this item (white, yellow or rose gold) and the advertisement mistakenly had the word “or” instead of “over” sterling silver to describe the rings. This misprint was a result of a human error and certainly was not intentional.  Unfortunately, we were unable to catch the mistake before the advertisement had already been mailed. We do know that mistakes may occur from time to time, which is why Macy's clearly states that we are not responsible for pictorial or typographical errors on the bottom of our advertisements.  Additionally, while we try to ensure accuracy, we reserve the right to correct any errors in pricing or description.  Regrettably we are unable to sell you a solid gold ring at the pricing you requested; however, as a gesture of goodwill and one time accommodation, I offered to send you the Diamond Orbital Ring free of charge.  You indicated your interest in the Rose Gold ring, but advised you did not know your ring size.  I offered to send you the standard ring size, with the option to exchange the ring if it did not fit; and you indicated that you would consider this offer.If you wish to accept this offer, please contact me at the telephone number listed below within thirty (30) days from the date of this correspondence so that I may place an order for you; in your consideration please note that quantities become more limited as time goes on. If we do not hear from you within that time, Macy’s will consider the matter closed.  Please feel free to call me if you have any questions.Sincerely,     Stephen C.Macy’s Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

Yes once I receive the refund for the warranty as well as the refund of $150 off the table price, I will consider this to be resolved.