Macy's

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.After review, our records indicate that the service technician found that the top of...

the arm on the chase was crushed. Unfortunately, we also show that this merchandise is no longer available and has been discontinued by the manufacturer. Due to this, we are unable to replace the chaise.I do show that you have been offered a keep as is for a discount of $554.00. If this is acceptable, we would send you an agreement to sign. Please be advised that a keep as is agreement voids the manufacturer's warranty on the entire sectional sofa.You may also choose to return the sofa set in your home and reselect a new set. We would coordinate delivery of your new sofa with the pick-up of the one in your home. Upon return to our warehouse, you would receive credit for the sectional sofa currently in your home. Please let us know how you would like to proceed.  Sincerely,Jennifer C.Macy's Executive Office###-###-#### EXT [redacted]

April 28, 2016[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 confusion or frustration that may have been caused regarding the interest charged to your Macy's account and for the problems you encountered in trying to resolve this issue.  Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.According to the enclosed Department Stores National Bank Credit Card Agreement, if the minimum monthly payment is not received by the due date shown on your statement, which for your account is the 1st of every month, late fees are applied to the account.  Furthermore, for any month the balance-in-full is not paid, interest is charged on the balance from the first day of the billing cycle until the date that your payment is received.  Our records show that your billing statement for the period ending June 1, 2015, had a balance of $81.84 with a $25.00 minimum payment due by July 1, 2015.  A payment was not received by the due date.  On December 8, 2015, during your telephone conversation with a representative, credits totaling $139.00 in late fees and $6.91 in interest were posted to your account and a $25.00 payment was made by you.  These are reflected on the billing statement for the period ending January 5, 2016.  The $8.00 interest charge, that appeared on this same statement, was for the funds loaned to you between the last bill date of December 4, 2015, and the date (December 8, 2015) that your $25.00 payment and credits totaling $145.91 were applied to your account.  The zero balance letter (copy enclosed) you received dated December 9, 2015, states the current balance on your account is zero.  It also states that this may change if there are any outstanding charges, credits or final interest charges assessed.  However, I was happy to see on January 25, 2016, when you contacted our office by phone, the liaison you spoke with removed the $8.00 in interest as a courtesy leaving your account with a zero balance as reflected on your statement for period ending February 3, 2016.  Copies of your billing statements for the periods ending June 1, 2015, through February 3, 2016, and the Credit Card Agreement are enclosed for your examination.  In August 2015, we underwent a scheduled system update and redesign of our macys.com website and there were intermittent times when customers were unable to view their account information or make a payment, but that has since been corrected.  A review of your account notes confirm, when you contacted us by phone on December 8, 2015, that you were able to make a payment and at your request the account was updated to receive paper statements.  Please know that 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.  While we may call a customer any day of the week between 8 a.m. and 9 p.m. in the consumer’s time zone, we regret any inconvenience you may have experienced and for any difficulties you may have in reaching our representatives.Concerning your request to never reopen your account and to be removed from our system, once a Macy’s account is closed, you would need to reapply.  We are required by law to determine the customer’s ability to repay additional credit and ensure you still qualify for an account.  Also, the USA Patriot Act requires financial institutions to obtain, verify, and record information that identifies each person who has an account.  Therefore, I must respectfully decline your request to completely remove your account information from our system.  For more information about the USA Patriot Act, kindly visit the Government’s website at www.justice.gov.  We are unable to give you a direct phone number for Mr. Terry L., Chairman, and CEO, Macy's Inc.  He has a special staff of individuals who assist him in responding to all telephone calls and written inquiries.  Therefore, there is not another address or phone number to use, as all of our customers' calls and letters are forwarded to this staff.  However, please understand that he is informed of all inquiries through a monthly report that is compiled by us.[redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below, as I would be delighted to speak with you.Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]Enclosures /mailed April 28, 2016cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while this response remains unsatisfactory to me, I am not sure what other recourse I have besides seeking legal action.
Regards,
[redacted]

March 25, 2016[redacted] [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. On behalf of Macy's, please accept my apology for any inconvenience you experienced due to not being able to place an online order. Per our conversation, there is a block on your email address d[redacted]. Upon further research, this block stems from your order# [redacted], which you disputed with your bank. Per our consumer protection, this block cannot be removed. Also, your [redacted] ending in [redacted] has a block on it from this dispute as well. In order to place future orders on macys.com or by phone, you will need to use an alternate email address and a different form of payment.Based upon this, Macy's considers this matter closed and will not respond to any further correspondence regarding this issue. Sincerely,Colette O.Macy's Executive Office###-###-#### Extension [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.   
We agreed upon a solution of crediting a gift card back to [redacted], but that has credit has not come through and it has been 7-8 business days. 
Regards,
[redacted]

[redacted]   [redacted]
February 8, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint #[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.
I am
sorry that your payment was not applied to your account, and you had to send us
proof from your bank for our Billing Adjustments Department to research your
missing payment.  My research confirmed
that we have applied your $54.00 payment from December 2, 2015.  The $27.00 late fee that had been assessed
was also removed when the payment correction was done.  This payment and late fee reversal appeared
on your January 2016 billing statement (copy enclosed).  As of the date of this letter, you have a
zero balance.  Additionally, no
derogatory information was reported regarding this incident to the credit
reporting agencies.
It
was disappointing to learn of the problems you encountered while attempting to
get this issue resolved.  Please be
assured that the service you received 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. 
I have forwarded a copy of your complaint, as well as my response, to
the manager to address your concerns further. 
[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, 
Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure / mailed February 8, 2016
CC:      [redacted], Revdex.com
            Customer
Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me; however, please confirm that the amount being refunded, as stated in Macy's response, is in US dollars (and will be credited to me in *** dollars).
Regards,
*** ***

[redacted]
January 6, 2016
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy's American...

Express ending [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 confusion or frustration that may have been caused regarding your electronic statements and for the problems you encountered in trying to resolve this issue.
We recently upgraded our credit system and after reviewing your account activity, I found that on August 22, 2015, your Macy’s account noted above was coded to receive electronic billing and to stop paper statements in error.  Our records confirm no emails were sent and we regret any inconvenience this may have caused.  On January 4, 2016, I closed your account, as you requested, and as a gesture of goodwill, I have credited the remaining interest charge of $3.46 and requested a credit refund check be sent to you for the fees you have already paid in the amount of $124.17 which you should receive within 10 to 17 business days. 
For clarification, the notice you received regarding the past due status of your account was from our collections department and not from an outside collection agency as stated in your complaint.  I have cleared our internal records of any delinquency associated with this issue, and I requested that [redacted], [redacted], and [redacted] delete any record of this issue from your credit bureau report.  Please allow the agencies approximately 7 to 10 days to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this request.  In addition, I was disappointed to hear of the customer service issues you describe in your letter, while speaking with a phone associate 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 have provided has been forwarded to the appropriate parties so that they may address this issue directly with the Associate. 
[redacted], thank you for bringing this situation to our attention and giving me the opportunity to respond.  I hope in the future that you will allow us the opportunity to mend our business relationship.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below, as I would be delighted to speak with you.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:     [redacted], Revdex.com
         Manager, Customer Service

Dear [redacted],We are in receipt of Revdex.com Complaints # [redacted].  We have resolved all matters as expressed in the complaints. Based on this, we consider these matters closed satisfactorily.Thank you.William A.Macy’s Executive Office###-###-####

June 6, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint [redacted]       Macy’s [redacted] account ending in [redacted]Dear [redacted]:  Your most recent comments regarding the complaint you filed with the Revdex.com have been forwarded to me for additional review and response.  As a representative of Macy’s Executive Office, and on behalf of Department Stores National Bank, I was asked to further address this issue.  Please accept my sincere apology for any frustration this matter may have caused you.  Upon review, I found that Ms. P. requested that the delinquencies on your Macy’s [redacted] account noted above to be deleted from November 2015 through March 2016.  I have requested for April 2016 to be deleted as well.  Please allow thirty (30) days for the credit reporting agencies to make the necessary corrections to their files.  Until then, this letter will serve as confirmation of this 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 do not hesitate to contact me.   Sincerely,Stephanie C.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have contacted the customer and addressed all issues she was experiencing with her complaint. It appears that the credit issue was resolved yesterday 6/5/2017 and [redacted] stated she could not withdraw her complaint. Advised the...

credits should post soon and in addition I will be transferring the gift cards that were issued for the return back to her account as well in the amount of $10.00. Based on this information we consider this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

April 12, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s Reservation #[redacted]   Dear [redacted]:   I am in receipt of your most recent inquiry filed with the Revdex.com, and forwarded to Macy’s Executive Office on March 22, 2017.  As a liaison of this office, I was asked to review and respond to your additional concerns.  I am sorry for any continued frustration regarding your order, and that some remaining issues were left unresolved.  As stated in our first response, Macy’s does not participate in unethical or fraudulent business practices of any kind.   Our records indicate you e-mailed on March 6, 2017, and requested to remove the authorization hold for macys.com Reservation #[redacted] from your [redacted].  On March 7, 2017, a macys.com Supervisor obtained the fax number for your bank on a three way conference call, and faxed a request to release the authorization hold. On March 13, 2017, we received another e-mail from you requesting to cancel the [redacted] Full Comforter set because you were not willing to wait until the expected ship date of March 29, 2017.  This portion of your order was immediately voided, and if the $57.25 authorization hold had not yet been removed by your bank, the request to release the authorization hold would automatically be submitted to your bank when the order was cancelled.  Please note that each bank varies in its timeframe to release authorization holds.    When you called on March 20, 2017, and spoke with a macys.com Supervisor, it had only been five (5) business days since you requested to cancel your order.  The Supervisor advised that we do not collect on cancelled shipments, and they were unable to see that any refund was due.  They also informed you would need to contact your bank to inquire about the normal posting time once an authorization hold is released. For clarification, since the order was cancelled and the item was not shipped, on April 3, 2017, I confirmed that you were never charged for the second shipment totaling $57.25. If you still do not see the authorization hold removed from your bank card, I would be happy to partner with you and your bank to ensure that they remove the pending authorization hold.   [redacted], thank you for allowing me the opportunity to further respond to your concerns.  If I may be of further assistance to you in the future, please do not hesitate to contact me at the phone number listed below.    Sincerely,       Alison G. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

Just following up on this request. I still did not receive the balance of the refund.

December 14, 2017  [redacted] re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's Executive Office, I am responding to this Revdex.com complaint. Certainly, you...

have my sincere apology that you were unable to purchase on the terms and manner you intended for your luggage in order # [redacted]. It is clear that your experience did not meet your high expectation for Macy's customer service or our own. Thank you for bringing this matter to our attention and allowing me to address it for you. Although a refund would not be appropriate without return of the merchandise, I am sending a Macy's gift card that meets your request for consideration from Macy's. Please note the gift card will come in a plain white envelope. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### Extension [redacted] cc: [redacted], Cincinnati Revdex.com

[redacted]   [redacted]
March
17, 2016
[redacted]
[redacted]
[redacted]
Re:  RevDex.com ID [redacted]
        Macy's American Express 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).
The New Account Discount (the “Discount”) is valid
on merchandise purchases made at Macy's and macys.com on the day you are
approved and the following day. The purchases must be charged on your new
Macy's Account.    The Discount savings
is limited to a total of $100.00.  For
your convenience and record keeping, the Discount appears on your
statement. 
At the time you opened your account, you were given
a pamphlet containing the DSNB Credit Card Agreement which includes the terms
and conditions governing your account. 
The information regarding the details of the New Account Discount is
displayed on the front and back of the pamphlet.  A copy is enclosed as a reference. 
In reviewing your November 26, 2015, receipt
#[redacted] for the purchase of the [redacted] Emerald and Diamond Necklace, our
records show the item is normally $10,000.00 and was included in our Black
Friday sale for $3,999.99.  In addition
to the $100.00 New Account Discount on this purchase, you received a $400.00
Thanks for Sharing gift card ending in 6546 that was issued on January 7, 2016,
and mailed to you on January 14, 2016. 
It is our understanding that as a gesture of goodwill, the Store Manager
offered you an additional $200.00 store credit, which you declined.  Respectfully, I must decline your request for
an additional $747.00 discount.      
While this may not be the response you were hoping
for, I hope that you understand our position in this matter as we must maintain
and adhere to specific policies and procedures so that each of our customers
receives fair and consistent treatment. 
Thank you for bringing this matter to our attention and giving me the
opportunity to respond.  If I may be of
assistance on another matter please contact me at the number listed below.
Sincerely,
                                        ...⇄
Janice D.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosure /mailed March 17, 2016
cc:  [redacted], Revdex.com
       Joshua P. Store Manager, [redacted]

August 25, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [redacted] (closed)   Dear [redacted]:   I am in receipt of...

the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you.    In researching this matter, our records confirm the above-referenced account was coded deceased and closed in error. Please be assured that your confidential information was not compromised.  Macy’s goal is to have professional and knowledgeable associates available to address our customers concerns.  Accordingly, I shared your comments with our Customer Service Managers so they can follow up.   I am happy to inform you that I have corrected the account coding and requested the credit reporting agencies update their records to note the account closed at customer’s request and remove the deceased coding.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   As of the date of this letter, your account is closed with a zero ($0.00) balance.  Because the account was closed over two years ago, we are unable to reopen it.  We welcome you to reapply for a new account to meet any future credit needs.  You can apply in store or online at www.macys.com.  If approved, you would qualify for a New Account Discount on your purchases made within the first two days that the account is open, up to $100.00.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.  If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

Please see below and attached.RE: Inquiry Deletion requestDear [redacted]: I am in receipt of the complaint you filed with the Revdex.com. As a liaison in Macy’s Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB). Thank you...

for the courtesy that you extended to me during our telephone conversation.I regret any inconvenience you may have experienced regarding your request for the deletion of an inquiry on your credit report dated February 13, 2017. I can understand your disappointment and I am truly sorry.Because the credit inquiry referenced in your correspondence was due to a fraudulent attempt to open an account in your name, we have requested the credit reporting agencies delete this account from your credit report. Please allow thirty (30) days to update your credit report. This letter will serve as confirmation of our request. I sincerely regret this issue was not previously resolved.In order to review current and accurate credit information, reports should be obtained directly from [redacted], [redacted], and [redacted] at the credit agencies contact information. If you disagree with the information provided by the credit reporting agencies, you can contact them at the addresses below. [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 personally at the telephone number listed below. Sincerely,Macy's Executive Office###-###-#### Extension 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.  Macy's representative (Tara) was not very helpful in resolving my issues.  When she called me on Monday, she informed me that she would call me back by the end of the day.  That did not happen.  When she did call days later, she left a voicemail stating that my account was credited with the price of the [redacted] (which were never delivered to me.  No apology for the incompetence and negative correspondence that I received.  I called her to inform her that finance charges were added to my bill for October 21, 2016 and November 20, 2016 and that they were never credited back to my account.  She informed me that she had no control over that (another department) and that she did not have the power to reverse the charges.  Then what was the purpose of her handling my complaint.  She also told me that she did not have the power to give me what was advertised in July for the price that it was advertised for, that she could only give it to me for $249.00.  She then stated that the advertisement was pulled.  Why was it pulled if it was correct?  Macy's have ignored my complaint and what I requested and only credited my account with the cost of the shoes.  This is not acceptable.  I still want a formal apology for the things that they took me through when it was their error.  I also want the finance charges reversed and I only want them to be held accountable for what they advertised and they price they advertised it for!.
Regards,[redacted]

December 21, 2015
[redacted]
[redacted]
[redacted]
Re:       Revdex.com Complaint ID [redacted]
Macy's
American Express account ending [redacted]
Dear [redacted]...

[redacted]: 
We are 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 the courtesy that you extended to Lisa K. during
your recent telephone conversation.  I
regret that you did not receive exemplary service during your live chat and had
to call into customer service.  
Please accept my personal apology for any frustration
or inconvenience you may have experienced while trying to reach a representative
to discuss your account.  I am sorry that
you were disconnected numerous times.  As
you requested, your account was closed on December 1, 2015. 
[redacted], thank you for bringing this situation
to our attention and giving me the opportunity to respond.  Your feedback is critical as it assists us in
understanding our customers' experiences and directs our attention to areas in
which we can improve our service quality. 
If I can be of further assistance, please do not hesitate to contact me
at the telephone number listed below, as I would be delighted to speak with
you.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:        [redacted], Revdex.com

.. [redacted]   [redacted] June 6, 2016 [redacted]
[redacted]
[redacted] Re:  Revdex.com Complaint [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.   We sincerely regret any frustration you may have been caused 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 February 12, 2016, you disputed the charges on your account.  At that time we reported your Macy’s account ending in 6885 as lost/stolen and a new credit card ending in [redacted] was issued.  I was disappointed to hear that you did not receive a resolution to your claim until your phone call on May 13, 2016.   Upon further review, I found on May 13, 2016, we removed the fraudulent charges totaling $398.95, $66.23 in late fees and $46.36 in interest charges from your account ending in [redacted].  Also, we cleared our internal records of any delinquency associated with this issue, and requested that Equifax, Experian and TransUnion delete the late payment history for March 2016 through April 2016 on your Macy’s account from your credit report.  Please allow thirty (30) days for the credit reporting agencies to update their records.  Until then, this letter will serve as confirmation of this request. As of today’s date your Macy’s account is open with a total balance of $685.05, and a minimum payment of $27.00 due by June 24, 2016.  I’m sincerely sorry for any frustration that was caused in regards to updating your minimum payment due.   Thank you for bringing this matter to our attention.  There is no excuse for the service you received and I can only apologize on behalf of our organization.  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,  Stephanie C.Macy's Executive Office###-###-#### Extension [redacted] cc:  [redacted], Revdex.com