Macy's

Dear [redacted], We are in receipt of Revdex.com complaint # [redacted]. We have spoken to the referenced customer and have carefully reviewed all matters as expressed on the complaint. I have offered a discount off of a future order or purchase. However, the customer believes that these actions are not sufficient. Again, [redacted], we believe our actions are more than equitable and we consider the matter closed satisfactory. Thank you, Sharlita H.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

December 08, 2016Cincinnati Revdex.comAttn: [redacted]1 E 4th Street; Suite 600Cincinnati, OH  45202Re:   Revdex.com ID Number: [redacted]Dear [redacted],We are in receipt of your letter regarding the above referenced number. We are very troubled to learn of our customer’s...

displeasure with our handling of this matter, and it is our intention to clearly explain to you our position.  Let me assure you that Macy’s cares deeply about its customers.  Macy’s considers customer safety a top priority, and we take every customer incident very seriously. A thorough investigation was conducted into the facts of this incident. A detailed incident report was taken at the time of the incident, and multiple photographs were taken of the scene.  In addition, our investigation included statements from our customer, as well as other individuals who inspected the area. Our customer reported to the store, at the time of the incident, that he stepped on a pin in the floor of the fitting room. He said he was not bleeding, did not feel it punctured his foot and just wanted to let someone know about the fitting room incident. Upon receiving the incident report from the store, we spoke with the customer and he communicated to that he was stuck by pins on both of his feet multiple times and had sought medical treatment for his injuries.  The customer provided medical documentation to support that he did indeed treat for the injury. After careful review of the documentation, we made what we felt was a very nice gesture on our part to resolve this unfortunate matter. The customer was given ample time to refute or discuss our offer during the phone conversation and in doing so, made a demand to resolve in an amount that we felt was not reasonable based on our liability investigation and the subsequent injury. Our offer is still open and we would be more than willing to continue efforts to resolve if our customer is willing to do the same.  Sincerely,KATHERINE D.###-###-####, ext. [redacted]

May 3, 2016[redacted]
[redacted]
[redacted]Re: Revdex.com ID #[redacted]       Macy's [redacted] account ending in [redacted]        Macy’s account ending in [redacted] (closed/converted)     ...

 Bloomingdale’s account ending in [redacted] (closed)Dear [redacted]:  I am in receipt of your complaint filed with the Revdex.com.  As a liaison in Macy's Executive 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 experienced when you called to speak with a representative while trying to resolve this issue.  Be assured that we do not participate in dishonest or deceptive business practices of any kind.  We have policies and procedures in place to ensure that we are in compliance with all applicable laws.  My research found that you do not have an open or closed joint account with us. You only have an individual Macy’s [redacted] account ending in [redacted].  On June 8, 2015, we sent you a Notice of Change in Terms and Right to Opt Out (copy enclosed), which took effect on July 21, 2015.  You were advised in that notice that your Credit Card Agreement was changing and we replaced it with a new one.  This notice also advised you that your Store Account associated with your Macy’s [redacted] account was being closed, but that you may continue to use your [redacted] card to make purchases at Macy’s and everywhere [redacted] is accepted.  Your account was converted to a single credit line that can be used at Macy's and outside of Macy's, everywhere [redacted] is welcomed.  Since that time, you only have an [redacted] account number and on September 16, 2015, a Macy’s [redacted] card ending in [redacted] and containing the new security chip was sent to you.Further research found on February 28, 2016, you contacted us by phone to close your Bloomingdale’s account ending in [redacted] and Macy’s account ending in [redacted].  When closing the store account the [redacted] must also be closed.  A review of the account notes verified our security procedures were followed to confirm that it was you, the actual accountholder, who was calling to close the accounts.  I am sorry if there was a miscommunication with our phone associate and you did not wish to close both of these accounts.  The information you have provided has been forwarded to the appropriate parties so that they may address this issue directly with the associate.Concerning the reopening of your account Macy’s [redacted] account ending in [redacted], once an account is closed, we are required by law to determine the customer’s ability to repay additional credit and ensure you still qualify for an account.  With your permission, we will review your current annual income information compared to the minimum payments due on all your existing loans and monthly expenses, as they appear on your credit report and determine if we can reopen an account.  Our records show you contacted us by phone on March 8, 2016, you consented, and the process was completed resulting in the reopening of your Macy’s [redacted] account as requested.The “Thanks for Sharing” program was open for enrollment for the fee of $25.00, which must be charged to your Macy’s account, starting in September 2015, to accumulate 10% rewards on your qualifying purchases from the date of enrollment through December 31, 2015.  A review of your account confirmed you were using your card during this period; however, you did not sign up for the “Thanks for Sharing” program.  Therefore, we are unable to accommodate your request to refund points, or any benefits or offers you may have missed.  [redacted], 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]Enclosure /mailed May 3, 2016cc: [redacted], Revdex.com      Manager, Customer Service

I have already sent Macy's all the necessary information for them to send me my rebates.  The people from Macy's keep telling me they need more information, they already have it. I am very disappointed in how Macy's has handled this situation and how their representatives have treated me. I would like an explanation.

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 did a fantastic job .They refunded me 100% of the cost of the chair and also sent me coupons .I was very impressed and will shop there for anything I can buy.It is refreshing to find a company that will stand behind it name .I would give them 5 stars for their customer service !
Regards,
[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. 
I dId receive a credit for the $4.03.  I do not understand how any company can logically or legally send a bill for a $2.00 interest charge on a penny.  Why would you even bother?  Case closed.
Regards,
[redacted]

November 28, 2017   [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 in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). We sincerely apologize for any inconvenience or frustration you may have experienced.   According to the DSNB Credit Card Agreement, a late fee is added for each billing cycle you fail to pay the Minimum Payment Due by the Payment Due Date. Interest is charged each month the account carries a balance. The minimum interest charge is $2.00. Upon review, I found that your furniture purchase for $2,541.14 (including delivery and tax) was charged to your Macy’s account on March 25, 2016. You received a New Account Discount in the amount of $108.86 resulting in a new balance of $2,432.28. Your purchase qualified for a 24 Month Special Event Promotion with an expiration date of April 14, 2018.   The billing statement for the period ending April 17, 2016, had a $2,432.28 balance with a $27.00 minimum payment due by May 14, 2016. When no payment was received by that due date, your account was assessed a $27.00 late fee resulting in a $2,496.01 new balance with a $79.00 minimum payment due by June 14, 2016. We received a $25.00 payment on June 14, 2016. Since this payment was less than the $79.00 minimum payment, your account was assessed a late fee and $2.00 minimum interest charge. Thereafter, your account was assessed additional late fees and interest charges every month because you continued to make $25.00 monthly payments with a last payment received on May 1, 2017, which were less than the minimum payments due. Due to serious delinquency, your account charged off on March 19, 2017, and was placed with an outside collection agency, [redacted] Group.   Prior to the furniture purchase being charged to your Macy’s account, you were required to read and confirm the purchase was being placed on a 24 Month Special Event Promotion before clicking the “Yes” button on the store register key pad. In addition, you received monthly billing statements reminding you that “You must pay your Special Event balance of $2,432.28 in full by April 14, 2018, to avoid paying deferred interest charges.” The statement also included an Activity and Promotions Detail that provides payment information made on the Regular (everyday type purchases) and 24 Month Special Event. To clarify, you were not charged interest on the 24 Month Special Event Promotion, as you can see this information noted under the Activity and Promotions Detail. You will be charged deferred over interest, if you do not pay the $2,432.28 by April 14, 2018, as noted above.     Since you were properly notified about making the full minimum payments by the due dates and about the 24 month promotion, I must decline your request to remove the account from [redacted] Group. As of the date of this letter, your account has an outstanding $2,493.58 balance with a $600.97 minimum payment (includes a $573.00 past due amount) due by December 14, 2017.   We thank you for the time you took to bring your concerns to our attention. I hope that you can understand our position on this matter although it may differ from your own. If I can be of any further assistance, you may contact me directly at the telephone number listed below.   Sincerely,       Regina M. Macy's Executive Office ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com The Macy's card is issued by Department Stores National Bank.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.   Hello [redacted],I submitted a complaint ([redacted]) regarding my Macy's [redacted] which I had believed was satisfactory resolved.  However, when I looked at the response from Ms. Randi P. she said she requested that [redacted], [redacted] and [redacted] update their records and delete any history of delinquency from the time period of January 2016 through March 2016.  The time period should be December 2015 through April 2016 as she acknowledges my bill was paid in full on 10/31/16.  I know that it takes 30 days for the corrections to be made and the files updated, but I just looked on my credit report and it's showing a delinquency in December 2015 on this account as well.  I've attached the letter that I received from the Macy's Consumer Credit Specialist Department dated 4/21/16 which says the consumer reporting agencies have been notified to delete derogatory information in 12/2015 and 2/2016.  In summary, I would like to make sure that all and any delinquency December 2015 through and including April 2016 is deleted.Thank you,[redacted]###-###-####

[redacted]   [redacted]
December 10, 2015
[redacted]
[redacted]
[redacted]
Re:  Revdex.com Complaint ID [redacted]
        Macy's [redacted] ending...

[redacted]
Thank you for the kind courtesy you extended during
our conversations about the Revdex.com complaint we received
regarding the above referenced Macy’s account. 
On behalf of Department Stores National Bank, please accept my sincere
apology for the length of time it took to resolve this issue. This
letter is a follow up to our discussions. 
I was disappointed to read about the problems you
encountered in receiving your $144.11 Credit Balance Refund Check. Upon review, the above listed account that was
closed on January 7, 2013, is the only Macy’s account we were able to find on
file. 
After reading your complaint and speaking with you, I
can certainly understand your frustration with the events that transpired in
processing duplicates of your refund request. 
As you may know, we recently upgraded our credit system; and apparently,
part of the processing problems we encountered with the refund requests was due
to these system upgrades. 
We sincerely regret that you were concerned about
additional charges being applied to the account while it carried a balance due
to the duplicate refunds.  Because the account
balance was caused by a refund processing error, no late fee or interest charge
were applied to the account.  I am
pleased that we were finally successful in refunding your credit balance and
cancelling the duplicate refund check. 
As of today’s date, your closed account has a zero ($0.00) balance.   
[redacted], thank you again for bringing this matter
to our attention and allowing me to reply to your concerns.  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 assist you in the future, feel free to contact me at the
telephone number listed below.
Sincerely,
 
[redacted] Randi P.
Macy’s Executive Office
###-###-#### Extension [redacted]
cc: [redacted], Revdex.com

Hi, TyeishaAttached are the information requested.  This is the 4th time my having to deal with you all regarding this issue.  The credit card [redacted] is the card associated with my [redacted] account.  Please resolved this issue today and issue the credit back to the method of...

payment used. Again, I do not want Macy's Merchandise Certificate as it should have never been sent.   You all keep telling me the credit would go back to my account within 7-10 business days.  That time has already elapsed.   I want my $344.47 returned today.   [redacted]

[redacted]   [redacted]
      April 21, 2017   [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]        Macy’s account ending in [redacted] (closed)   Dear [redacted]:    I am in receipt of your rebuttal filed with the Revdex.com which was forwarded to Macy's Executive Office.  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 (DSNB). While I would have liked to speak with you in person in regards to this matter, I was unable to reach you by phone.  However, I was able to leave you a voice mail message.   In reviewing the reversed payment, our billing team confirmed that we received a bank initiated debit card dispute for the payment that was made on September 13, 2016.  Since that payment was refunded to you, we debited it back to your account leaving a balance of $60.71.  You may wish to verify the actions taken by your bank with a bank representative.    We received your $60.71 payment on April 12, 2017, and on April 21, 2017, as a courtesy to you, I removed the remaining $2.00 interest charge resulting in a zero ($0.00) balance on the account.   Thank you for bringing this matter to our attention and giving me the opportunity to respond.  Should you have any questions or need additional assistance, please call 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.    I'm over 80  years old  and have not held a job for well over 10 years so it would have never made  any sense for me to agree to sign up for the Credit Protection plan in 2008. I do not have any papers in my files at home showing where I enrolled in the Credit Protection plan program.  I find that it's interesting that a company such as Macy's would contact their customers and offer such a plan with them only being required to verbally consent over the phone to join. Most companies  on the same level of Macy's usually make such an offer by mail which requires a signature and you sending the offering back in so it could be keep on the said companies files. It is very easy and convenient that Macy's stated that I joined in 2008 but have no proof other than their word the I, [redacted] actually enrolled in this program.  I will state once  again that I did not consent verbally or otherwise to joined this plan and allow them to charge my credit account .99 cent  each month.  I also asked for a replacement card in which I have yet to receive. I am very disappointed that Macy's has taken this stance on my complaint. I don't see a need to go any further with this complaint so I'm asking you to close this case. Thank you for you assistance. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. This is not true. I sent in a response asking to speak to someone over the replying rep, as she was not taking the complaint seriously!  Regards,
[redacted]

January 22, 2018   [redacted], **  [redacted]   Re: Revdex.com Complaint ID [redacted]   Dear [redacted]:   I am in receipt of your Revdex.com inquiry, which was 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 apology for any frustration you may have experienced regarding your Fur Vault storage and services.    As a company committed to outstanding customer service, Macy's goal is to have professional and courteous associates available within every department, so that all of our customers may have a positive and rewarding experience.  Your comments are important to us as it assists us in understanding our customer’s experiences, and directs our attention to areas in which we can improve service quality.                          Unfortunately, due to the condition and age of a fur, there may be times when we are unable to complete a requested service to the customer’s satisfaction.  I have spoken with the Fur Vault manager who has advised me that your vest came to us with various stains, but they have since been removed.  Although a problem with the fluffiness and shininess of the coats was not detected, as a courtesy, the coats were sent back for additional reconditioning.  We have determined that the stains in the lining cannot be cleaned without causing damage.  However, I understand that you agreed to arm shields for the stains in the armhole area, and this work (valued at $120.00) has been completed as a courtesy to you. As of the date of this letter, your coats are available for pickup.  Unfortunately, we must respectfully decline your request for replacement.    [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your many years of loyalty are 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,  Kristi C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com       Fur Vault Manager, [redacted] Plaza Macy’s

August 29, 2016 [redacted] Re:  Revdex.com Complaint ID#[redacted]        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.  Please accept my sincere apology for any inconvenience or frustration this matter may have caused you. Macy's works hard to deliver high-quality products at a great value.  We are a company known for having great sales and promotional events, as well as great assortments.  Increasingly in this economic environment, customers are asking for, and responding to, coupons they receive in the newspaper or mail. Unfortunately, given the wide range of merchandise we offer in our stores, some items are not included in our coupon offers. While we understand this may cause some disappointment when a customer wants to buy an item not covered by a coupon, we list the exclusions clearly and prominently on each coupon.[redacted], as a token of our appreciation for your continued business, enclosed is a $25.00 gift card to use at any of our Macy’s stores or on-line at macys.com. 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] Enclosure cc: [redacted], Revdex.com

March 31, 2017[redacted]Dear [redacted]:I am writing in regards to complaint ID # [redacted]. I am sorry for the issues you are having with the yourmattress and warranties. Because the issues are not covered by the manufacturer, we will not be able to...

pickthe mattress set up. This will be your responsibility to dispose of it. As a goodwill gesture, we would like tooffer a full refund of $ 1130.52.I would like to extend the offer to include a discount of 15% off a new mattress selection. This would behonored once the delivery of the new mattress has been completed. If you choose to reselect we can offer toremove the old mattress. There is a small fee of $25.00 for this service. Although, I would be happy torefund this once the delivery has been completed.We value your business, and hope we have been able to turn this bad experience around.Sincerely,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.   I have replied to the email sent by Macy's On 11/14 which is also the receive date. I attended Macy's at [redacted] on the 2nd floor at the online pick up desk. The rep advised she has not received a reply. I forward the original sent email and attached Revdex.com rep as well! 
 
Regards,
[redacted] Please advise if you need any other information. The email sent on 11/14 is below. Best Regards, [redacted] From: [redacted]Date: November 14, 2016 at 3:39:40 PM ESTTo: Tyeisha B. [redacted]Subject: Re: Revdex.comTyeisha, Thank you for reaching out. My issue occurred at [redacted] in [redacted] on the 2nd floor for online pick ups. Best Regards, [redacted]On Nov 14, 2016, at 10:31 AM, Tyeisha B. [redacted] wrote:Good morning , My name is Tyeisha, I am a liaison of Macy’s Executive Office, I am in receipt of your Better Business  Complaint. I would like to gather further information regarding the store location in which you picked up your order. I would like to apologize for any inconvenience this matter may have caused you. I look forward to hearing from you. Thank you, Tyeisha B. Executive Liaison | Macy’s Executive Office [redacted]P: ###-###-#### ext [redacted] | *: ###-###-#### *: [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. 
Regards,
[redacted]

December 1, 2017   [redacted]     Re:  Revdex.com Complaint ID [redacted]         Macy’s [redacted] account ending in [redacted]6   On behalf of Department Stores...

National Bank:    Contact Date with Customer: November 30, 2017   Complaint Summary: [redacted] made a payment of $726.60 on September 7, 2017. However, it is not showing on her account. She has been trying to get this situation corrected since that time, but keeps getting bills with fees added and the account has been reported as past due. She wants the payment applied correctly and her credit bureau cleared of the delinquent payment being reported.   Resolution: Research confirmed that this situation has been resolved. The payment was located by billing adjustments and posted to her account. All fees were removed and the credit bureaus have been notified to delete the negative reporting. I called and spoke with [redacted]. I apologized for this situation and notified her of the completed resolution of this issue. Also, I informed her that the account now has a credit of $84.45. This closed her complaint.     Michael J. 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.  I did not want to respond to this complaint until I was sure that Macy's was not going to respond. I spoke with them and also received their assurance that my credit card would be credited for the amount promised. As of today, I have still not received this credit. I am sorry I did not respond sooner, with the holidays, I was inundated with things to do. Please keep this complaint open until this matter has been resolved.Thank you [redacted],[redacted]