Macy's

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. I have credited for the pants as they were received back to the original shipping location on 12/28/2017. Customer is stating he has yet to see the credit. I advised of the 3-5 business days for the credit to post back to his...

account. Based on this information we are considering this matter closed satisfactorily. Thank you. Theresa S.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-#### Fax: ###-###-####

May 23, 2016[redacted]
[redacted]
[redacted]Re:  Revdex.com Complaint ID: [redacted]Macy’s Account ending in [redacted]Dear [redacted]:  I am in receipt of your complaint which was forwarded to Macy’s Executive Office by the Better Business...

Bureau. 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 apologies for the delay in responding to your concerns. I had hoped to speak with you personally regarding this matter, however, my attempts to reach you were unsuccessful.  I was able to leave you a message on April 22, 2016, and I look forward to the opportunity to speak with you regarding this matter. Our records indicate that we have been sending billing statement notifications to you via email at [redacted].   We sent statement notifications and they were opened as shown in the chart below:  Date Email Notification Sent: Date Email Notification Opened:11/10/2015 Not Opened12/11/2015 Not Opened1/12/2016 Not Opened2/9/2016 Not Opened3/11/2016 3/11/16, 3/14/2016, 3/16/164/11/2016 4/11/16, 4/14/16 Although the fees were charged to your account in accordance with our Credit Card Agreement, as a gesture of goodwill for the service you described, I have removed the remaining late fees and interest charges for you.  A Credit Balance Refund check for $87.41 will be sent to you under separate cover.[redacted], we appreciate your loyalty to Macy’s and I am sorry this matter has caused you to close your account.  You are always welcome to apply for another Macy’s account inside one of our stores, or online at macys.com.  If I may be of assistance to you in the future, please contact me at the number listed below.  Sincerely,Rhea B.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

December 22, 2015 
[redacted] 
[redacted]
[redacted] 
Re:  Revdex.com complaint #[redacted] 
        Bloomingdale’s account ending in [redacted] ...


Dear [redacted]: 
We are in receipt of your
complaint filed with the Revdex.com and forwarded to Macy’s
Executive Office, where as a liaison, I was asked to respond to your
inquiry.  Thank you for the courtesy you
extended in our telephone conversation on December 15, 2015.  It was my pleasure to make your
acquaintance.  I again offer my apology
for any concern this situation may have caused and for the service you
described receiving. 
The $100.00 payment you
mention in your complaint was applied to your account on July 20, 2015.  However, the total balance was $145.01, for a
remaining balance of $45.01.  Since no
payments were received for the subsequent due dates of August 24, 2015,
September 24, 2015, and October 24, 2015, late fees and interest charges were
correctly assessed to the account for those months, ultimately reaching a
balance of $150.44. 
We received your payments of
$50.00 on October 31, 2015, and $87.43 on November 23, 2015, which brought your
account current, with a balance to $15.01. 
As a goodwill gesture, I removed two late fees, totaling $76.00, from your
account, leaving a credit of $60.99.  I
have refunded that amount to in the form of a check which will arrive by mail
in 7-10 days. With regret, I also closed
your account as you requested. 
Thank you for allowing me to
respond to your inquiry.  Feel free to
contact me at the number below if I may be of assistance on another matter in
the future. 
Sincerely,
Michael J.  
Bloomingdale’s Executive
Office 
###-###-#### Extension [redacted]
cc: [redacted] Revdex.com

I have spoken with Theresa S.from the Executive Offices of Macy's and she has been very helpful.  I was supposed to receive a $119.94 credit but the I have only received $95.96. Once I receive the full credit, I will be happy to consider this case closed.  Thank you.

June 18, 2015
 
 
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
        Bloomingdale’s account ending in [redacted]
 
Dear [redacted]...

[redacted]:
 
I
am in receipt of your complaint filed with the Revdex.com and
forwarded to Bloomingdale’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 experienced regarding the delinquency reported for
your Bloomingdale’s account listed above.
 
My
research found that your account was opened on October 4, 2014, and your
October 2014 and January 2015 billing statements were mailed to the above
address.  Our records do not show that we
received any returned mail on your account, which suggests the billing
statements were received. Payments were timely made on the account after these
billing statements were mailed.   
 
Our
records show that on January 17, 2015, you registered your account on
bloomingdales.com to receive electronic statements only at your email address
[redacted].  Therefore, paper
statements by mail were discontinued based on your preference.  I confirmed that notification of your billing
statements for the periods ending April 4, 2015, through June 4, 2015, were
successfully delivered to this e-mail address.  We have no record of you or your wife
contacting our Client Service Department to request paper statements or update
your email address since the date your account was opened as you stated in your
letter.  Due to missed payments, your
account was temporarily coded to receive both electronic and paper statements on
June 7, 2015, and your June 2015 billing statement was sent by mail and email.  The missed payments on your account also
prompted the telephone call you referenced in your letter. This call was intended
as a courtesy to remind you of the past due status of your account.  It is not our practice to leave voicemail
messages due to the sensitive nature of the calls.
 
When
no payment was received for your May 4, 2015, and June 4, 2015, due dates, your
account was charged late fees and interest charges for these months.  Additionally, a 30-day delinquency was
reported to the credit reporting agencies for June 2015 in accordance with the
Department Stores National Bank Credit Card Agreement.  Kindly note that we have no control over how
our reporting affects your credit rating. 
For your examination, I am sending you a copy of the Credit Card
Agreement, with your monthly billing statements from April 4, 2015, to June 4,
2015, which you should receive under separate cover at the above
address within seven (7) to ten (10) days. 
At your request during your call on June 7, 2015, we removed $18.00 in
accumulated late fees as a goodwill gesture, and we received your $157.79
payment on the same date to bring your balance to zero ($0.00). 
 
Regrettably,
we are unable to alter the delinquency reported for June 2015 as it correctly
reflects the payment history on your account at the time.  It is not the bank’s policy to remove any
delinquency from your credit report unless it occurred as a result of a billing
error.  As a credit provider, we have an
obligation to accurately report all account activity, either favorable or
unfavorable, to the credit reporting agencies. 
However, on June 12, 2015, we instructed the credit reporting agencies
to report your account as 'customer disputes reporting'. 
 
[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 at the telephone number
below.
 
Sincerely,
 
 
 
Monica O.
Executive Liaison
###-###-#### Extension
[redacted]
 
Enclosures /mailed June 18, 2015
 
cc:  [redacted], Revdex.com

December 12, 2015
[redacted]Cincinnati Revdex.com
1 E Fourth St.Suite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. We have spoken to the referenced
customer and have resolved all...

matters as expressed in the complaint. Based on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted]

[redacted]   [redacted]
January 19, 2016 
[redacted]
[redacted] 
[redacted] 
Re: Revdex.com complaint #[redacted]
       Macy’s account ending...

in 4840 
Dear [redacted]:
We are in receipt of your
recent complaint filed with the Revdex.com and forwarded to Macy’s
Executive Office.  As a liaison in this
office, I was asked to respond to your inquiry on behalf of Department Stores
National Bank. Thank you for the
courtesy you extended in our recent telephone conversation.  I again extend our apology for any
inconvenience this matter may have caused. 
My research confirmed that
the reason you are receiving merchandise certificates for your returned internet
orders is because the “ship to” information is different from the “bill to” information
on the order, even if you mark the box on the return form to credit the
original method of payment.  The premise
in these cases is that the merchandise is intended as a gift, and the recipient
would receive the value of the return to use in our stores. 
As we discussed, all but one of
the merchandise certificate amounts listed in your complaint have already been
moved to your Macy’s account.  We have
submitted the request for the remaining refund of $46.62 to be applied to your
account. Moreover, since this is not a
banking error, we cannot adjust the interest charged to your account. 
[redacted], thank you for
contacting Macy’s and allowing me to respond. 
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]
cc: [redacted], Revdex.com

[redacted],
 
We
received the complaint for [redacted] and [redacted] regarding ID [redacted]. The
customer stated the bed frame was missing the parts to assemble and the drivers
caused property damage. We have set return documents to credit back in full the
merchandise and have sent the...

customer a settlement letter for the property
damage for them to sign and return to receive the credit.
 
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] Customer called regarding response, she doesn't understand why she cannot place or return orders. Would like a better explanation than Macy's previously provided.

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 called Macys credit services the day the fraud charges were put to my account in August 2015.  I closed my account on that day and filled out the fraud paper work soon there after.  I also filled out the dispute charges on their website in August.  The date of Sept 12th in their response is untrue and a flat out lie.  There is documentation of me closing the account and calling the company on August 24th. Macys claims to have never received the fraud paper work.  I called 3 times to try to get the paper work sent to me again.  I emailed Macys using their secure message center on their website through my credit card account and no response had occurred.  After 4 secure messages, 5 phone called, and two emails responding to my statement stating a payment was due, I finally got ahold of a humanbeing after waiting on hold for 58 minute, that is not a lie, and the person said they would resend the paper work.  I still have not received the paper work to submit to finalize this process.  This company is holding me accountable for money I did not charge and is so incompetent to even be able to send paper work via USPS to review this issue.  I refuse to work this this company as this issue has been going on since the end of August and they have done nothing to resolve this issue.  The issue is still outstanding and I still do not have the appropriate paper work they are requesting.  I have asked the company to re-mail, fax, email, certify mail the document and they are refussing to do so and still holding me accountable for the transactions.Macy's credit website also does not work properly and I cannot view my statements on this account to document what is going on.
Regards,
[redacted]

[redacted]   [redacted]   December 16, 2016     [redacted]   Re:  Revdex.com, Complaint ID [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 liaison in this office, I was asked to review and respond to your concerns.   In reviewing the transaction history for the Merchandise Only Certificate (MOC) number you provided in your complaint, I found that the remaining balance of $179.19 was redeemed for merchandise ranging from [redacted], and [redacted] during your shopping trip on December 11, 2016.  I have enclosed copies of your receipts for your review.   Merchandise Only Certificates differ from Gift Cards in that whenever you present a MOC for purchasing items in the store, if the MOC balance exceeds the receipt total, a new MOC will be issued to you at the register.  Applying this to your circumstance, during your shopping trip on December 11, 2016, for the transaction numbered 275; you presented your MOC ending in [redacted] along with a Macy’s gift card ending in [redacted] for a purchase totaling $104.98.  The gift card balance of $37.59 was first applied, and then your MOC was applied for the remainder of the receipt balance.  After this purchase, your MOC balance was $111.80, and a new MOC (ending 7470) was issued at the register.   You made a second purchase (reference transaction number 280) totaling $88.37 and used the new MOC ending in 7470 (with a balance of $111.80) for this purchase.  Subtracting the receipt total of $88.37 from the original balance of $111.80, left a remaining merchandise credit of $23.43 which was issued to you in a new MOC ending in [redacted].  The remainder of your merchandise credit ($23.43) was then redeemed for $23.43 in conjunction with your personal credit card on transaction ending [redacted].   To clarify, MOC’s do not expire and I sincerely regret any misinformation that may have been provided to you.  Because your Merchandise Credit has been redeemed, there are no funds remaining to be issued to you.  Please be assured that Macy’s does not participate in deceptive practices as your complaint alleges.   Thank you for bringing this matter to our attention and allowing me the opportunity to respond.  If I may be of further assistance to you, please contact me directly at the telephone number listed below.   Sincerely, Stephen C. Macy's Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed December 16, 2016   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.  is there any way for me to receive these alleged charges by date and time. I'm sure I can prove that I wasn't at Macy's at those times. 
Regards,
[redacted]

Re: Complaint ID #[redacted]
Dear
[redacted]: 
I am
in receipt of the inquiry, filed on your behalf, by [redacted] of the
Cincinnati 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, I would like to extend my sincerest apology for the
inconvenience and frustration you experienced. 
Upon review, our records indicate our Corporate Office has been unable
to reach you after many attempts to discuss your concerns.  As such, we ask that you please reach out to
Katherine D. directly at ###-###-#### for resolution.
Thank
you for bringing this matter to our attention and giving me the opportunity to
respond.  Please contact the telephone
number listed above for further assistance.
Sincerely,
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]

February 11, 2016
[redacted]
Re:       RevDex.com Complaint ID #[redacted]
            Macy’s [redacted]...

account ending in [redacted]
Dear [redacted]: 
It was a pleasure to speak with you on February 10,
2016, and thank you for accepting my sincere apology regarding 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.
As explained, we recently underwent a scheduled system
conversion for the Macy's credit card accounts as well as the credit servicing
pages accessed through the macys.com website. 
Unfortunately, the implementation of this upgrade may have caused
challenges when accessing and the credit servicing site for the first time
after the conversion.  I am sorry that
you were unable to access your electronic bills after the August 7, 2015,
billing statement.
A Notice of Change in Terms and Right to Opt Out was
mailed on June 20, 2015, which took effect on July 26, 2015.  You were advised in that notice that we are
changing your Credit Card Agreement and replacing it with a new one.  Also, the notice informed you that the Store
Account associated with your Macy’s [redacted] Account was being closed
and explained that you may continue to use your [redacted] Card to make
purchases at Macy’s and everywhere [redacted] is accepted.
With respect to viewing and making online payment, you
would have needed to register your Macy’s [redacted] account ending in
4064 with your third-party banking system to view electronic bills and make
online payments.  I am pleased that your
account was successfully enrolled on December 5, 2015.  Our records show that since then you have
been making online payments.  On November
12, 2015, a partial $19.00 late fee was removed, and on December 21, 2015, we
requested [redacted] and [redacted] update their records and delete any
history of delinquencies reported for October and November 2015.  Additionally, on February 10, 2016, we
removed the remaining $46.00 in accumulated late fees.  You will these adjustments on your next billing
statement.
[redacted], thank you again 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,
Regina M.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com

January 18, 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.    In researching this matter, our records confirm on August 8, 2015, you entered into a payment arrangement with the Collections Department which included monthly payments in the amount of $111.00 and zero ($0.00) interest charge for sixty (60) months, provided the agreement terms were satisfied.  The terms of this agreement stipulated if two (2) payments were not made by the required due date or returned unpaid, this would nullify the agreement and the payment arrangement would be terminated.  A review of your account confirms that your first late payment was July 2, 2016, and the second late payment was September 2, 2016.  At that time, the agreement was terminated and your account reverted back to its original terms, including late fees and interest charges assessed on any unpaid balance on the account.  Please note that interest and late fees are charged on an account on the unpaid balance whether it is open or closed.  Regrettably, I must decline your request to reinstate the arrangement.  As of the date of this letter, your account is current with an unpaid balance of $4,648.96 with a minimum payment of $146.08 due by February 2, 2017.    [redacted], although we would like to reply favorably to every customer, it is not always feasible.  We apply our credit policies uniformly to all of our customers and cannot make an exception in this matter. Please contact me at the number below if you need assistance on another topic.    Sincerely,       Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures   cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

September
1, 2015
[redacted]
Re:  Revdex.com ID #[redacted]
       Macy’s
store account ending in [redacted], Macy's [redacted] account ending in [redacted]
Dear
[redacted]: 
I am in receipt of your most recent inquiry 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.  I left
a voice message for you on August 26, 2015, and hope to hear from you
soon. 
As we previously mentioned in our response letters
dated August 7, 2015, and August 25, 2015, the credit adjustments were made on
[redacted]’ accounts on August 7, 2015.  You will see the $50.75 adjustment on his
August 26, 2015, billing statement for the Macy’s store account, and the $42.90
adjustment on the September 1, 2015, billing statement for his Macy’s [redacted] account. Kindly allow seven (7)
to ten (10) business days from the billing date for the statements to be
delivered. 
I was pleased to learn that you received the new
Macy’s [redacted] card ending in 6946. 
As [redacted] is the only cardholder on his Classic Account, only one
card was sent.  The Macy’s [redacted] credit card can be used for purchases inside and outside of
Macy’s.  When the credit card is used at
a register inside one of our Macy’s stores or at macys.com, the charges will be
applied to the store account ending in [redacted]. 
This account number is listed on the monthly Macy’s billing
statement.  When the credit card is used
at a register outside one of our stores, the charge will be applied to the Macy’s
[redacted] account ending in [redacted]. 
This account number is listed on the Macy’s [redacted] billing
statement and is also printed on the credit card.  Separate statements are issued for each
account and are sent approximately one (1) week apart.
[redacted], I hope I have been able to clarify any
issues you felt remained unresolved. Should you have any further questions, please
call me directly at the phone number listed below.
Sincerely,
Ms.
Randi P.
Macy’s
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com  
[redacted] is a federally registered
service mark of [redacted] and is used by Department Stores National Bank
pursuant to a license.  The Macy’s
[redacted] Card program is issued and administered by Department Stores
National Bank.

This is unfortunate the action taken on this complaint. I would think Macys can be held accountable for advertising their products are not actually gold. Plus have a great chance of turning color. I have the pictures to show the painful irritation done to my daughters ears. Also pictures of the no...

longer claim to be gold earrings. (6 photos attached)

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 does not process the credit (I have not seen any credit from Macy's) and make false statements to customers repeatedly. Their strategy: do not deal with it until later, since there is no penalty.Whether this is an honest business practice, customers are the ones who suffered. So-called compensation is a $25 gift card, which requires customers to shop again. Customers havespent numerous hours, many phones calls including hold time on the matter. Customers will only accept this if they think their time has no value.
Regards,
[redacted]

Revdex.com:True that we canceled the order, which inherently resolves any delivery charges.  However, Macy's still has their delivery charges hidden on their website and is not transparent about these charges which seems pretty deceptive to me. I'd like to understand if Macy's plans on making any changes here to be more transparent about these charges in the future?
[redacted]