Macy's

P.O. Box 52184   Phoenix, AZ 85072-2184       January 3, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]   Dear [redacted]:    I am in receipt of your additional comments filed with the Revdex.com, and forwarded to Macy’s Executive Office.  As I am familiar with this matter, I was asked to respond to your additional concerns.   As previously explained to you in our prior response letters, the scanning of your driver’s license at the register is part of our security measures, which allows the associate to confirm the appropriate party is picking up the order.  I understand that you disagree with this policy, and I can assure you that your feedback has been forwarded to the appropriate parties for consideration.   Thank you for your suggestion that a customer be advised prior to the swiping of a driver’s license during such transactions.  We are constantly evaluating our operations and your feedback is important as it allows us to learn of areas in which we can improve.   [redacted], we are sorry that this matter has continued to cause frustration.  Although our position may differ from your own, please understand that we have this policy in place to protect our customers.  Please be advised that Macy’s considers this matter closed and will no longer respond to future inquiries related to it.  If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.     Sincerely,     Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   cc:     [redacted], Revdex.com

November 07, 2016  [redacted]  Re: Revdex.com 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.  Thank you for your courtesy when we spoke on November 4, 2016. On behalf of Macy's please accept our apology that your order canceled and we were not able to view it.  We have refunded the Plenti points back to your card and they are available for immediate use.  I have also sent a gift card to you in the amount of the Plenti rewards that were applied to the canceled order. Thank you for bringing this matter to our attention and giving us the opportunity to respond.  Your insight will assist us in understanding how we can improve our practices and level of service. Sincerely,  Yvonne F.Macy's Executive Office[redacted]###-###-#### Ext.  Copy: [redacted], Cincinnati 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 have tried to contact Macys credit account on several occasion and I got no response.  
Regards,
[redacted]

[redacted]   [redacted]
*
December
31, 2015
[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 (DSNB).  I apologize for
any inconvenience you may have experienced. 
In reviewing your account, our records indicate that
your payoff date was November 3, 2014, and per the agreement that you signed at
the time of your purchase on July 14, 2012, no interest would be charged on the
purchase as long as the item was paid for in full by November 3, 2014.  As required by law, each month we sent you a
billing statement indicating the balance, the minimum amount due on your
account, the deferred interest and the payoff date information. 
Your billing statement for the period ending October
3, 2014, had a $781.87 balance due with a minimum payment of $26.00 due by
November 3, 2014, and a notice on page one stating “You must pay your Special
Event Account balance showing a payoff due date of November 3, 2014 no later
than November 3, 2014 to avoid paying deferred Interest Charges”.  This information was also shown in detail on
page three.  A copy of this statement is
attached for your reference. 
When the final payment of $781.87 due on the account
was not paid, your $720.20 in Deferred Interest charges were transferred from
your Special Event account to your Revolving account as shown on your billing
statement for the period ending November 3, 2014, resulting in a balance of
$1,476.07 with a $48.00 minimum payment due by December 3, 2014.  We received your $48.00 payment on January 2,
2015, resulting in a new balance of $1,439.67, with a $47.00 minimum payment
due by February 3, 2015.  These
statements are attached for your reference. 
Since you only sent the minimum amount due each
month, your account continued to be charged interest on the outstanding balance
that was carried forward each month in accordance with the terms of the DSNB
Credit Card Agreement. We received your
$1,166.67 payment on December 11, 2015, resulting in a zero ($0.00) balance on
the account and closed your account as per your request.
[redacted], it is not Macy’s practice to
compensate for a situation such as this; therefore, I must decline your request
for a $300.00 adjustment to your account. We realize that you have a choice of where to
shop and we regret that you closed your account. If I may be of additional assistance, please
do not hesitate to contact me.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
Enclosures /mailed December 31, 2015
cc:  [redacted], Revdex.com

April 20, 2016[redacted]
[redacted]
[redacted]  [redacted]Re: Revdex.com ID #[redacted]On behalf of Macy’s:   Contact Date with Customer:  April 14, 2016Complaint Summary:  [redacted] stated he is receiving collection calls for someone who does not...

live at that address or phone number.  He states he does not have an account with us and has tried to call us to advise us of that but the calls are from a computer and it just leaves a number to call.  When he attempted to call that number he received a message that lines were busy and to try another time.  He spoke to four people advising them they are calling the wrong number and requesting that the calls stop, but they haven’t.Resolution:  I called [redacted] and apologized for his experience and for any difficulty he had while trying to contact us.  He advised me he was able to speak with an associate and the calls stopped about a month and a half ago.  I verified the number he gave us on the Revdex.com complaint was not the number collections was calling and he gave me the number ###-###-####.  I also verified he had my contact number and assured him he could call me directly if he had any other issues.  The customer stated he was satisfied with the resolution and I indicated I would close the file. Rhea B.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

[redacted]   [redacted]
January 14, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's
account ending in [redacted]
Dear
[redacted]: 
I am
in receipt of your most recent complaint forwarded to Macy's Executive Office
by the Revdex.com.  As a
representative of this office and because I am familiar with your file, 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.
In
reviewing your account, our records indicate that we removed the remaining
$2.00 interest charge on November 6, 2015. 
Your payment of $6.00 on October 22, 2015, was for interest fees only
and as a courtesy to you, I previously advised that we would remove the fees
which resulted in a $6.00 Credit Balance on the account.  On January 13, 2016, I requested another
Credit Balance Refund check to be issued and sent to you at the address noted
above.  Please allow seven to ten
business days for the check to be received. 
Your account is closed as you requested, and the balance is now zero
($0.00).
[redacted], I apologize for the length of time it has taken to resolve this issue
for you.  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

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] Thank you very much for your work in helping to resolve this matter for me. I am sending over more documentation to you to help prove that I had made payments on all my balances. As I read the response to my complaint I, unfortunately, did not see the attached statements that Macy's referenced in their letter. Is that something you have? I am pleased with their email response but still do not believe I should have a balance because after I made the last payment in January I personally stopped using the cards. Unless they can show me something I purchased that I don't remember or my card was hacked (which could be because I was apart of the Anthem Hack that happened not too long ago.) Anyway, I think their systems were confused and they just re-applied the 275.59 back onto the account.Welcome your perspective on this and so pleased they are clearing my account with the credit bureau.Attached - File 025 is a copy of the letter stating that my account was cleared in January but then later after this letter I started getting billed for this same charge again. I also paid the 275.59 in the attached check you see. File #033. So I don't understand the charges. I would very much like to have all of the charges cleared.Please let me know what else you may need. I will respond to the complaint as deny but I just want to look at the statements to confirm everything. Thank you again,[redacted]

Hi [redacted], The complaint id [redacted] for [redacted] has been resolved satisfactory for Macy’s and the customer. The mattress will  be replaced for the customer. Thank youKristin T.| Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS...

Executive OfficePhone: ###-###-####  |  Fax: ###-###-#### | Email: [redacted]

February 23, 2016
[redacted]
re: Revdex.com
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 sincere apology for any inconvenience you experienced as Macy's was
unable to ship all noted gifts with purchase with your cosmetics order
#[redacted]. We regret that gifts are provided according to what the vendor has
made available. In respect and consideration three additional gifts are being
sent to you. Hopefully, these will meet your needs.
[redacted], thank you for bringing this matter to our attention and 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,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted],
Cincinnati Revdex.com

August 18, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: RevDex.com complaint ID [redacted] 
       Macy’s account ending in [redacted]
 
Dear [redacted]:
 
We are in receipt of
your...

recent complaint filed with the Revdex.com and forwarded to
Macy’s Executive Office, where as a liaison, I was asked to research and
respond on behalf of Department Stores National Bank.  Please accept my apology for any concern this
situation may have caused. 
 
My review of your
account confirmed that all of the merchandise you purchased has now been either
paid for or returned and credited to your account.  The remaining balance of $20.00 on your
billing statement for the period ending July 21, 2015, was the delivery fee for
a macys.com order of a dress, charged on May 8, 2015.  However, your recent payment of $20.00 was
received on August 3, 2015, leaving your account with a zero ($0.00) balance.  Also, enclosed is an audit which summarizes
your account purchase, return, and payment activity. 
 
In accordance with our macys.com return policy, the credits for your
returned items were originally applied to gift cards because the billing
address was different from the shipping address of the merchandise.  This is done because when merchandise is sent
to a different address; it is likely intended as a gift. 
 
Unfortunately, you
were unable to use your account on July 25, 2015, because minimum payments were
not received on your account, and it had billed past due since the billing
period ending June 21, 2015.  In
reference to your attempt to make an electronic payment, your payment was
cancelled because we do not allow an online payment that is greater than the
amount owed on an account. 
 
Thank you for
allowing me to respond to your inquiry.  This
letter will confirm that your account was closed at your request on August 3,
2015.  Feel free to contact me at the
number listed below if I may be of assistance on another matter in the
future. 
 
Sincerely,
 
 
Michael J.
Macy’s Executive
Office
###-###-####
Extension [redacted]
 
Enclosure
 
cc:  [redacted], Revdex.com

December 13, 2017[redacted] Dear [redacted]: I am in receipt of your complaint #[redacted] 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. Per our conversation on 12/13/17, I have...

refunded your order in its entirety. The Plenti points balance should be restored within the timeframe given. I apologize for all inconveniences to you throughout this order. Please contact me at the number listed below, should you have any further concerns. Thank you. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

January 9, 2016 [redacted]Cincinnati Revdex.com1 E Fourth StSte 600Cincinnat, OH 45202Dear [redacted]: I contacted [redacted] by phone to resolve her complaint and to apologize for any inconveniences she experienced as a result of her macys.com order #[redacted]. [redacted] stated she had not received...

credit for her returned items. I processed a return and advised [redacted] that she should see the credit on her account within 3-4 days. Based on the above, Macy's considers this matter resolved and closed satisfactorily. Sincerely, Colette O.Macy's Executive Office###-###-#### Extension [redacted]

[redacted]   [redacted]   August 18, 2016   [redacted], [redacted]   Re:  Macy's [redacted] Account ending in [redacted] (former Account ending in [redacted])         Macy's Store Account ending in [redacted]         Complaint ID [redacted]     Dear [redacted]:    I am in receipt of your response to our letter regarding the complaint you filed with the Revdex.com concerning your above referenced Macy's accounts.  As a representative of Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank.    On August 8, 2016, we mailed a separate letter to you from the United States Postal Service that included copies of monthly billing statements for your Macy's [redacted] account for the billing periods ending October 5, 2015, through June 3, 2016, and the monthly billing statement for the Macy's store account for billing period ending October 26, 2015, for your review.    Please be advised, that when you made a payment of $275.59 on September 26, 2015, the payment was credited to your Macy's [redacted] account for which there was previous balance of $134.68 and additional purchases of $214.33 as listed on the monthly statement for the billing period ending October 5, 2015.   Unfortunately, we did not receive another payment on your Macy's [redacted] account until January 6, 2016, in the amount of $296.62.   Our letter, dated August 8, 2016, informed you that you owed an outstanding merchandise balance of $159.86 on your Macy's [redacted] account after we removed the accumulated late fees of $104.00 and interest charges of $11.73 on your Macy's [redacted] account.  Since that letter, we have also removed the $159.86 merchandise balance from your Macy's [redacted] account.  Your balance is now zero ($0.00).    If I may be of further assistance, please do not hesitate to contact me personally at the telephone listed below.   Sincerely,       Diane M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted]       The Revdex.com  [redacted] is a federally registered service mark of [redacted] and is used by Department Stores National Bank pursuant to a license. This credit card program is issued and administered by Department Stores National Bank.

August 10, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
        Customer service experience
 
Dear [redacted]...

[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
regarding the matters outlined in your correspondence.  On behalf of Macy’s, please accept my congratulations
on the birth of your new child.  I am
truly sorry for any frustration you may have experienced during your visits to
our [redacted] store.  I am glad
to learn that you were able to save an additional 20% discount when you
purchased the earrings at our [redacted] store. 
 
As
a company committed to outstanding service, be assured that the service you
described is not typical of the quality customer service that we strive to
provide.  Macy’s goal is to have
professional and courteous associates available within every department so that
all of our customers’ questions and needs are addressed and resolved
efficiently.  Although it is
disheartening to hear that we did not meet your expectations, your feedback is important
to us as it assists us in truly understanding our customers' experiences and provides
us an opportunity to follow up with the appropriate action.  Therefore, I forwarded a copy of your letter
and my response to the Store Manager at our [redacted] location to
address the matter appropriately with her personnel. 
 
It
is regrettable that you feel our employees’ conduct was discriminatory and racially
inclined.  Macy’s is committed to having
a diverse customer base, and we do not condone or tolerate discrimination of
any kind.  We promote respect for all of
our customers and value their continued loyalty.  Although I certainly understand your
frustration surrounding the incidents, I must respectfully decline your request
for the $250.00 that you spent. 
 
[redacted] thank you for bringing this matter to our attention and for giving me
the opportunity to respond.  If I may be
of any further assistance, do not hesitate to call me directly at the telephone
number listed below.
 
Sincerely,
 
 
 
Monica O.
Macy’s Executive Liaison
###-###-#### Extension [redacted]
 
cc:  Store Manager, [redacted] Macy’s
       [redacted], Revdex.com

[redacted]   [redacted]
 
 
 
July 30, 2015
 
 
[redacted]
[redacted]
[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.  Please
accept my sincere apology for any frustration you may have been caused
regarding the request for a credit refund check and for the problems you
encountered in trying to resolve this issue. 
 
My research shows a refund
check was requested by you on May 18, 2015, and mailed to the address we have
on file on May 20, 2015.  You contacted
us again on June 27, 2015, to confirm you had not received the check.  A stop payment was issued and a request to send
another check was submitted.  A new
credit refund check was mailed on July 9, 2015. 
I attempted to contact you by phone several times and left messages to verify
the delivery of the check with no response from you.  
 
[redacted], thank you for
bringing this matter to our attention and giving me the opportunity to
respond.  Please contact me at the number
listed below if you have not received the credit refund check so that I may
further assist you.
 
Sincerely,
 
 
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:     [redacted]
[redacted], Revdex.com

[redacted]   [redacted]
November 8, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's...

[redacted] 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 apologize for any inconvenience you may have
experienced. 
During our recent credit conversion, online access was restricted for a
period of time starting on August 18, 2015, however, you should be able to
login and see your account information now. 
I apologize for the frustration you describe in your complaint in trying
to reach one our credit customer service representatives during our credit
system conversion.  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. On a limited basis, we rely on outside sources
which may have overseas operations for call center support.  These vendors help us deliver a high level of
efficient, telephone based, service for our customers around the clock.  We regret that you were not satisfied with
the level of service you received. 
Please note that you may ask to be transferred to a US based associate
at any time. 
[redacted], I reviewed your account status and see that any late fees
or interest charged to your account during the conversion were removed.  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

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 time and effort in helping resolve this matter. I felt the response was very positive and I also feel it was addressed quickly.   
Regards,
[redacted]

April 26, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]         Macy’s account ending in [redacted] On behalf of Department Stores National Bank:   Contact Date...

with Customer:  April 26, 2016  Complaint Summary:  [redacted] made a payment in a Macy’s store and it was taken two times from her bank account, but only applied to her account once.  Her bank reversed one of the payments, but it also removed the payment from her Macy’s account.  She asks that that her account be corrected and credited for the payment, for a zero balance.  Resolution:  I called [redacted] and apologized for this situation.  I confirmed that the second payment has been located and applied to her account and that the delinquent payment history related to this situation has been deleted from our records and the credit bureaus.  I also informed her that I removed some excess credit adjustments and that the account has a zero balance and is closed.  This closed her complaint.  Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

June 1, 2017     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted]   Dear [redacted]:   I am in receipt of your...

complaint filed with the Revdex.com, which was forwarded to Macy's Executive Office.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  We sincerely regret any frustration or inconvenience you may have experienced while attempting to resolve this matter.    In researching your account, I found that on December 15, 2016, you spoke to a representative of our Fraud department regarding fraudulent orders placed on our Macy’s account.  During that call, our representative cancelled the orders in process, closed the account ending in 4283, and opened the account ending in [redacted] to prevent any additional charges.  On December 19, 2016, you called stating that you received a shipment for an order that you did not place and that any orders after December 4, 2016, were fraudulent.  The order totaling $318.74 that you received was returned and a credit applied to your account on December 21, 2016, as shown on your billing statement for the period ending December 23, 2016.  Copies of your monthly statements for the billing periods ending December 23, 2016, through April 23, 2017, are enclosed as reference.   I apologize for any confusion you may have experienced in seeing multiple debits and credits for $318.74 on your account.  To recap, the table below shows the debits and credits that were applied to your account:    Period Ending Item Date Debit Credit December 23, 2016 December 21, 2016 $318.74 January 24, 2017 December 15, 2016 $318.74 February 21, 2017 December 15, 2016 $318.74 March 24, 2017 December 21, 2016 $318.74     On May 24, 2017, the fraud investigation was completed confirming all fraudulent activity was removed.  In addition, we removed $15.59 in interest charges that were associated to the fraudulent activity.  These credits will be reflected in your next billing statement.  I sincerely apologize for the delay in resolving your fraud claim in a timely manner.   [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]   Enclosures // mailed June 1, 2017   cc:  [redacted], Revdex.com

[redacted]   [redacted]
 
 
July 30, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint #[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 sincerest apology for any
frustration that you may have encountered while shopping at the Macy’s
[redacted] store. 
 
As
customer service is crucial to the success of our business, it is always a
concern when one customer is not satisfied with their shopping experience.  Be certain that the problems you described
are not typical of the level of quality customer service that we strive to deliver.  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.  Therefore, I would like to thank you for the
time you took to share this situation with us, as it provides us an opportunity
to follow up with the appropriate action. 
I have forwarded a copy of your complaint, as well as my response, to
the District Vice President to address your concerns further. 
 
In
respect to your injury, I assure you that we are in compliance with all
applicable federal and state regulations pertaining to the health and safety of
our customers and employees.  We regret
that you sustained a cut on your index finger as a result of an exposed prong
from a security tag being left on merchandise. 
During my investigation, I found that you were provided proper medical
treatment at the site of the incident. 
As you mentioned in your statement, you were given antiseptic wipes and
bandages to treat your wound.   I understand you are requesting some type of
incentive; however, Macy's does not offer compensation for situations such as
this.  In researching this matter, I
learned that communication has continued with the Operations Manager, Francis
Winters, of the [redacted] Store in an effort to resolve this issue. 
 
[redacted]
[redacted], your continued loyalty is important to us, as well as appreciated,
and I hope you will view this as an isolated incident.  If I may be of further assistance, please do
not hesitate to call me directly at the telephone number listed below. 
 
Sincerely,
 
 
Tamalla D.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted], Revdex.com
       District
Vice President, [redacted]