Macy's

May 3, 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 delay, confusion, or frustration that may have been caused regarding your merchandise return. Macy’s has a very liberal return policy and we will accept for exchange or return all merchandise that does not satisfy you.  However, returns are subject to validation and approval.  With a receipt or proof of purchase, a refund will be credited back to the original form of payment used or a store credit in the form of a gift card will be issued.  A review of your account shows on January 6, 2016, the merchandise was received in our warehouse as a return.  You contacted us by phone on January 27, 2016, and were advised a credit was pending.  On February 2, 2016, when you contacted us again by phone, you were advised a Gift Card had been mailed to the address noted above.  On February 27, 2016, when you contacted us by phone to advise the Gift Card had not been received, and a debit in the amount of $62.85 was made to the Gift Card and credited to your Macy’s account as shown on your statement (copy enclosed) for the period ending March 9, 2016.  [redacted], while I can certainly understand your frustration surrounding these events, it is not Macy’s policy to compensate for a situation such as this; therefore, I must decline your request for a $62.85 gift card.  However, as a gesture of goodwill, please accept the enclosed $25.00 Macy’s Money.  Thank you 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,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]EnclosuresT[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.   It's not my fault that I didn't know of the past due balance at the time I paid the whole card off. If that's the case then why didn't the CASHIER inform me of this so I could have taken more money out to pay. That being said, I don't believe you are doing anything from the "kindness of your heart." You may have credited my account back, but there was more than $16 I received in the mail. Going forward, I am not accepting your offer because I was told by MANAGEMENT I would get the check in the mail and she would send a letter to all THREE CREDIT BUREAUS to remove YOUR COMPANY from my report. Lastly, if you do not REMOVE MACY'S FROM MY REPORT I will pursue further with this matter, AGAIN I did PAY OFF WHAT I WAS TOLD by YOUR CASHIER, in order to close my account. KINDEST Regards,
[redacted]

Ok I just email but yes Macys try to call me 2 times when I was at work and left me phone number so I called them back right away 2 times and it's customer service direct line they put me on hold for 45 minutes and I'm sorry but I can be on hold this long and second they email me but with out any emails back just let me know it's too late to change something because all my items ship already and you know they didn't even try to help me anyway I did everything by myself one lady from customer service gave me wrong phone number where I have to call and check on my items so I have to figure out my self and call [redacted] and let them know my situation and they change my address and help me also Macy's never send me confirmation about my order so I didn't even know if my order went through and I still waiting for one item what I order on Thanksgiving day and still didn't get it sorry i'm so upset they have horrible customer service and nobody cares about their customer after this situation I don't think I will ever be back to Macys and let all my family and friends to know I don't need this negative people in my life.    Thank you, [redacted]

March 02, 2016Dear [redacted]:  I am writing in regards to claim number [redacted] for customer [redacted]. [redacted] reported property damage at the time of delivery and has not received the settlement check. A voicemail was left for the customer with my direct number requesting he...

return my call. I have sent a follow up email to him, advising that I will have a check processed in the amount of $200.00, and will request the check be expedited to him. Sincerely,Macy's Executive Office###-###-####

November 9, 2016[redacted]Revdex.com1 E. 4th Street, Suite 600Cincinnati, OH 45202Re: Complaint ID [redacted] Dear [redacted]: We are in receipt of your recent inquiry with regard to the complaint ID referenced above. Please be advised, as we have conducted a thorough review of her complaint and our files, and because no new information has been presented, our position regarding this matter remains unchanged.Should [redacted] present you with any new information to research, we would be happy to review it.If you should have any questions or concerns, please contact us.Sincerely,[redacted] M.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.
Regards,[redacted] this is my second report to the Revdex.com on the same issue from Macy's. I thought my first complaint had been addressed and resolved and now Macy's is trying to recharge me for a charge on a product I never received. I was contacted by a woman from the corporate headquarters in Ohio and she assured me my refund had been issued and she also sent me a $50 Macy's gift card to apologize for the inconvenience Macy's has continued to cause me. Today I received a message from my credit card company telling me Macy's is recharging me once again for this product I NEVER RECIEVED. I thought this issue had been resolved and now these very rude and unprofessional customer support people from Macy's are continuing to cause my financial strain and a very large amount of anger and stress by continuing to drag on more wrongdoing on Macy's behalf. I want the refund reissued to my account and email documentation on it for me and my credit card company so this issue doesn't continue to arise. I'd also like the people doing this to me to be help accountable for their actions in this situation. This has been the worst experience I've ever had with Macy's

Dear [redacted], We are in receipt of Revdex.com complaint ID # [redacted].  We have spoken to [redacted] and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter resolved satisfactorily.  Thank you. Sincerely, Yvonne...

 F.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

[redacted]   [redacted]
 
 
 
 
July 13, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com ID [redacted]
 
Dear [redacted]...

[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.
 
In
reviewing the status of your complaint, the gift cards were left at the Estee
Lauder cosmetic counter in our [redacted] Store.  The store manager, [redacted], has agreed to
return the value of the unused gift cards to you.  We understand that you met with [redacted] and
that this issue is resolved. 
 
[redacted] I appreciate that you brought this matter to
our attention and gave me the opportunity to respond.  If I may be of assistance in the future,
please do not hesitate to contact me.
 
Sincerely,
 
 
 
Janice D.Macy's Executive Office
###-###-#### Extension [redacted]
 
cc:  [redacted],
Revdex.com
       [redacted], Store Manager [redacted] Place

[redacted]   [redacted]
January 26, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint #[redacted]
       Macy’s account ending in [redacted]
On behalf of Department
Stores National Bank:
Contact Date(s) With Customer:  January 22,
2016
Complaint Summary:  [redacted] had returned an item
in our store and received a receipt for the return with a merchandise
certificate on it.  [redacted] thought
she was going to receive a check in the mail and when it did not arrive, she
filed her first complaint.  Our original
response explained that her certificate could be used towards an in store
purchase by showing this receipt to the sales associate.  When [redacted] spoke to the store, she
advised that her certificate was not working and the store advised they would
send her Macy’s Money Certificates to replace the merchandise certificate.  Her recent submission stated she was waiting
to receive them.
Resolution:  I called [redacted] to inquire if she had
received her Macy’s Money Certificates and she advised that she had.  In fact, the store sent her more than the
$21.50 merchandise certificate from her return. 
I advised that I would respond to her updated complaint with this
information. 
Janice D.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

[redacted],
We
received the rebuttal for [redacted] regarding ID [redacted]. The customer
stated they purchased the WNM plan and want service on their sofa. We are
requesting a copy of check to show if the plan was canceled previously and have
offered the customer a discount on the merchandise to keep with defect if the
plan was canceled. The customer will advise on how to proceed once plan status
is confirmed. 
Macy's
Executive Office

[redacted]   [redacted]
December 03, 2015
[redacted]
[redacted]
[redacted]
Re: Macy's [redacted] Account ending in [redacted]
Dear [redacted]: 
I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's [redacted] account ending in [redacted].  As a representative of Macy's Executive Office, I was asked to review and respond to your request on behalf of Department Stores National Bank (DSNB).
As stated in the previous letter dated November 19, 2015, because we received notification that you filed for bankruptcy, your account was closed on October 12, 2015.  Please know, charges made after a bankruptcy filing cannot be discharged in bankruptcy.  The current balance of $819.74 is the result of purchases, credits, and payments which have occurred since the bankruptcy filing on July 9, 2015.  You remain financially responsible for the remaining balance of $819.74 and should contact a Recovery Department representative at ###-###-#### immediately for payment arrangements.
I am sorry to learn that you felt that your complaint had not been resolved to your satisfaction.   While the decision we made may be disappointing, we hope you understand the reason behind it. 
[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,
Julia O.
Macy's Executive Office
###-###-#### Extension [redacted]
cc: Revdex.com
    Complaint ID:[redacted]
This is an attempt to collect a debt and any information obtained will be used for that purpose.

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]

[redacted]   [redacted]
October 9, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID [redacted]
       Macy's [redacted] 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 experienced regarding the Credit Protection (Credit Pro) enrollment
procedures at Macy's.
Signing up for the Credit Protection plan is an opt-in
at the credit card enrollment process and requires the customer's consent and signature
to be added to the account.  Our
customers are given a “yes” or “no” option and a signature is required for
acceptance in this plan.  A brochure is then
given describing the program in detail. 
I apologize if you were not made aware of the option when your account
was opened. 
In reviewing your account, our records indicate that
you called in on August 1, 2015, and we advised you to contact Credit Pro
directly at ###-###-#### to cancel the program.  On August 26, 2015, we applied a credit of $4.29
to your account.  As of the date of this
letter, your account has a credit balance of $4.29. 
[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 call
me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

I again thank you for your assistance. I did speak with Mr A. from Macy a little over a week ago. He expressed his apologies and offered to assist me with obtaining the wallet that I had been informed was discontinued. Directly after my complaint submission I monitored Macy's website daily  and have screen shots of the wallet still being advertised as for sale and ready for purchase. No discontinued item message anywhere. I informed him that I actually went to [redacted] and purchased a similar item and did not need one from Macy's. He has offered the $25.00 gift card and I'm still waiting on both his offer and the customer service offer of replacing my gift card used in the original order. At the receipt of those items I will be as satisfied as I can be in this matter.

May 1, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]   Dear [redacted]:   I am in receipt of your most recent complaint filed with the Revdex.com and forwarded to Macy’s Executive Office.  Since I previously addressed your concerns, I was asked to review and respond to your most recent inquiry on behalf of Department Stores National Bank (DSNB).    Per the DSNB 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. For example, as stated in my letter dated April 24, 2017, the $2.00 minimum interest charge that appeared on the billing statement for the period ending January 13, 2017, with a due date of February 9, 2017, was for interest charged on the balance on your account between the last bill date of December 13, 2016, and the date (January 9, 2017) that we received your payment for your previous billing cycle.    It is regrettable to learn that you feel my previous two responses did not adequately answer your concerns and that some misunderstanding remains.  I was hoping to speak with you personally regarding this matter; unfortunately, my attempts to speak with you on April 26, 2017, and April 27, 2017, over the telephone were unsuccessful.    As stated in my response letters dated April 13, 2017 and April 24, 2017, you can avoid being charged interest by paying your account balance in full every month by your payment due date.  Because the account continued to carry a balance from billing cycle to billing cycle, for periods ending June 12, 2016, through March 13, 2017, $2.00 minimum interest was charged each month.    [redacted], our position on this matter has not changed.  I hope you can understand that we must adhere to specific policies and procedures to ensure that all of our customers receive fair and consistent treatment.  If you would like to discuss this with me, 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

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.
When
an order is placed, you would normally have 30 minutes from...

the moment it is
placed to contact customer service for cancellation of an order. This is to
ensure that we get your order to the appropriate warehouse for shipment as soon
as possible. Unfortunately, during the holiday this time period can be cut to a
shorter time frame due to the holiday rush. Please accept my sincerest
apologies for the inconvenience this caused you.
Our
records indicate that the order was delivered on 12/10/2015. For return credit,
we may process a return MRL label and request it be sent to you via email. You
may also return the merchandise to the store for full credit. I have requested
a MRL be issued to you via email which you should receive within 24 - 48 hours.
Please disregard the label if you will be returning the merchandise to the store.
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 have determined that this does not resolve my complaint.   Regards,[redacted]
It is now June 22, 2016  My account balance when I made this complaint was 8,432.29; I paid 225.00 towards my balance.
I Just went into see if what was told you Revdex.com was in fact true.  What I found was that my balance is now 8,710.38.
Now after this complaint I  purchased my son some glasses for 41.47.  If in fact any action was taken it was to increase my balance not reduce it.
since I know I haven't made any large purchases why has my balance increased?
 
what I did find was that the my special events account went from 1,992.74 to 0.  my total account was 8,432,29 to 8,710,38.
now correct me if I am wrong but a purchase of 41.47 a payment of 225.00 and a deduction of 1,992.74 should not leave me with a balance of 8710.00 should it?
if anything Macy's took the balance from my special events account and transferred it to my regular account and then increased it by about 500.00 
As a retired police officer I know the value of keeping notes... I have all the pass statements of payments etc.... 
 
Macy's has done nothing but make the matter worst not better. 
 
I suggest they try again.
 
[redacted]

March 2, 2018[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 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 (DSNB). I apologize for any inconvenience you may have been caused because of this issue.Please be assured that the Bank does not participate in dishonest, harassing, or deceptive business practices of any kind. We have policies and procedures in place to ensure that we are in compliance with applicable laws.The terms of the DSNB Credit Card Agreement state that if you have been paying less than the new balance on your account each month and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the due date that your payment is received. The interest charge is for the money loaned to you during that period and will appear on the next month's billing statement which may result in a statement with interest only. You can avoid being charged interest by paying your new balance in full every month by your payment due date. My review found that all interest and fees were properly charged. In addition, the Agreement states a late fee is charged to an account when the Minimum Payment due is not received on or before the Payment Due Date.Applying this billing policy to your account, the $5.43 interest charge on your May 1, 2012, statement was for interest charged on your account because you carried a balance from the previous billing period. Specifically, you were charged interest for the balance between the last bill date of March 1, 2012, and the date April 1, 2012, that your $266.75 payment was applied to your account. This resulted in a $5.43 balance with a $5.43 minimum payment due by May 1, 2012. When there was no payment made by the due dates of June, July, August, September, November, or October, a late fee was applied to the account each month. For the six months, there was a total of $85.01 in late fees applied to your account. Enclosed for your reference are the relevant billing statements for this period.Although the fees were properly charged, because the balance consisted only of fees and interest, we have cleared our internal records of any delinquency associated with this issue and have requested that the three (3) major credit reporting agencies remove the account from your credit report. Please allow the credit reporting agencies thirty (30) days to make the necessary corrections. In the meantime, this letter shall serve as confirmation of our request. As of the date of this letter, your account is closed with a zero ($00.00) balance.Thank you for bringing this matter to our attention and giving me the opportunity to respond. Ifl may be of additional assistance, do not hesitate to contact me at the telephone number listed below.Sincerely, Briana D.Macy's Executive Office ###-###-#### Extension [redacted]EnclosuresCc: [redacted], Revdex.com

Dear [redacted]:I am in receipt of complaint [redacted]. We have contacted the customer, addressed the issues and have come to a mutually agreeable resolution. Macy's considers this matter closed.Thank you,Macy's Executive Office

[redacted]   [redacted]     August 2, 2016   [redacted]   Re:  Revdex.com Complaint ID [redacted]        Macy’s [redacted] 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.  Please accept my sincere apology for any frustration this matter may have caused you.   Our research confirms e-mail alerts were successfully sent to you at [redacted] to inform you that your billing statements were ready to view for the months of May through July 2016.  We show no e-mails being returned undelivered or system issues that would have prevented the delivery.  Therefore, we are unable to accommodate your request to remove the delinquency from your credit bureau report.  However, on July 28, 2016, we instructed the credit reporting agencies to update their records and report your account as “customer disputes reporting”.    Upon review of your account, I found that the billing statement for the period ending May 16, 2016, had a $14.84 balance (purchase from the Dollar & Up), with a $14.84 minimum payment due by June 12, 2016.  When no payment was received by this date, your account was charged a $2.00 minimum interest charge in accordance with the terms of the Department Stores National Bank Credit Card Agreement.  The billing statement for the period ending June 15, 2016, had a $16.84 balance with a $16.84 minimum payment due by July 12, 2016.  When no payments were received, your account was charged a late fee ($16.84) and interest charge ($2.00), and was reported as thirty (30) days past due to the credit reporting agencies.  We received your telephone call on July 22, 2016, and per your request, a customer service representative removed the late fee of $16.84 and interest charges totaling $4.00.  Enclosed are copies of your billing statements from May 16, 2016, through July 15, 2016.  As of the date of this letter, your account is open with a balance of $14.84 due by August 12, 2016.   Furthermore, I found that our Fraud Department reviewed the $14.84 charge from April 17, 2016, and confirmed that the purchase was not fraudulent.  If you would like to initiate a fraud claim please complete the enclosed Statement of Fraud form and fax the information to our Fraud Investigation Department at ###-###-####.  You may also contact our Consumer Protection Department at ###-###-####.    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 August 2, 2016   cc:  [redacted], Revdex.com