Macy's

On January 22nd, I called and spoke with customer to resolve the issue of the egifting order. Customer had a choice to order a watch or choose a gift card. The watch was not available so customer choice the gift card. I advised the customer to choose another watch, but the watch he chose was $700. I informed the customer that we could not accommodate a $179.81 watch for a $700 watch. Customer stated just wanted credit. Gave credit as requested.

April 24, 2018  [redacted] Re: Revdex.com Complaint ID: [redacted] Dear [redacted]:  On behalf of Macy's...

Executive Office you do have my sincere apology for the concerns with receipt of your Merchandise Only Certificate. Upon researching this matter,  I did determine the MOC was actually mailed to you on April 17, 2018 for $100.06. You should have receipt within a few more days. We do regret any delay and the difficulty of determining the answer. Thank you for bringing this matter to my awareness and allowing me to provide an answer. Sincerely,   Marjorie B.Macy's Executive Office###-###-#### cc: [redacted], Cincinnati Revdex.com

No response via phone, need to speak with customer in regards to her concerns and authorization holds. No response. See previous message below.  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.I have sent several emails requesting that you to contact our office at your earliest convenience to resolve your concern at the number listed below. Sincerely, Tara B.Macy's Executive Office###-###-#### Extension [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 concernsYour continued loyalty is important to us and we are sorry we have disappointed you. I...

have applied the promotion code to your order as this purchase did qualify for the promotion  JOY.  The total amount credited to you is $61.88 to the [redacted] purchased originally, please allow 3-5 business days to process back to the card. I apologize for the inconvenience and hope this won't keep you from shopping with us in the future. If I may be of further assistance, please feel free to contact me at the telephone number listed below. Sincerely, Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 Duke Blvd. | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

Hi [redacted], We are in receipt of Complaint ID #[redacted] regarding the quality and price of our  consumer's comparable bed selection.  In reviewing the consumer's concerns, the information provided regarding the cost of the original mattress set purchase and the cost of the comparable...

replacement were not correctly represented by the consumer. I have provide the consumer with their original sales receipt and the pricing on the comparable bedding replacement for her review. The consumer is asking for the difference in a refund, but there is no difference. I have offered to refund the cost of her original mattress purchase and provide a 25% discount on a replacement mattress of her choice for all of the inconvenience she has experienced. I am waiting to hear back for acceptance of the offer. Thanks, 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.   
The sales person did not tell me exactly what it is when they pulled my credit. I was not aware of this until the last minute when I was handed with receipt  and told I was not subject to pay at that day. The person 'assisted' me for the process, and I realized its a credit card only after everything is done. I called you guys immediately then was told your department was closed for the day.  So in this case what do you think anything else I can do??  I am only complaining you failed to disclose this application fully to customers. I had to guess is there any commission behind to push the sales person to act like this.  This is fully unacceptable. You guys do not care a tiny whether your actions hurt others credit or not!  I do not demand anything else but only to remove the account completely.   
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.   Macy’s credit card send massage that they will return $6 and close account but I didn’t receive any response after that.I am still waiting for there further response. [redacted].

[redacted]   [redacted]
November 19, 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.
I am sorry to learn of your recent health problems, which forced you to file for bankruptcy.  Please know, because we received notification that you filed for bankruptcy, we were required to close your account.  Your account was closed on October 12, 2015. 
The purchases made on the account occurred after the bankruptcy petition was filed on July 9, 2015.  Unfortunately, charges made after a bankruptcy filing cannot be discharged in bankruptcy.  I have enclosed copies of the billing statements for the periods ending August 25, 2015, and September 24, 2015, as well as copies of the available signed sales receipts for the same time period.  Please know, upon reviewing your account, you were not charged late fees or interest during this time period, as your account never fell past due.  There were no fees charged to your account; therefore, your request to remove fees cannot be fulfilled.   
The account balance as of the last billing cycle prior to the bankruptcy was $0.00.  The current balance of $819.74 is the result of purchases, credits and payments which have occurred since the bankruptcy filing.  You remain financially responsible for the remaining balance of $819.74 and should contact a recovery Department Representative at ###-###-#### immediately for payment arrangements.
I understand that you have been unsuccessful in accessing your account profile online at macys.com. Be advised, you are unable to create a profile online, as your account was closed due to the bankruptcy that was filed.
[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,
Jessica P.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  Revdex.com
     Complaint ID: [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.  
They finally paid me some of the money after an unnecessary and rude delay.  But it was not the $876 they originally promised me; instead it was $868.  That is $8 short.  Moreover, they wrongfully withheld money from me, collecting interest.  They should have paid interest.  Frankly, they also wasted approximately 6 hours of my time.  They never compensated me for that either.  They were rude and the apologies were hollow.  I am not satisfied.
Regards,
[redacted]

January 04, 2016
[redacted]Cincinnati Revdex.com
1 E Fourth StSuite 600
Cincinnati, OH 45202
Revdex.com Case #[redacted]
Dear
[redacted]: 
We
are in receipt of Revdex.com Complaint #[redacted]. After numerous attempts by phone, we
have not had any contact with the...

referenced customer. We would assume that the
authorization holds have fallen off in the past 30 days. Based on this, we
consider the matter closed satisfactorily. Thank you.
Sincerely,
Melissa U.
Macy's Executive Office
###-###-#### Extension
[redacted]
[redacted]

[redacted]   [redacted]
January
20, 2016
[redacted]
[redacted]
[redacted]
Re:    RevDex.com ID #[redacted]
Dear [redacted] 
I am in receipt of your
complaint filed with...

the Revdex.com and forwarded to Macy’s
Executive Office.  As a liaison in this
office, I was asked to review and respond to your concerns on behalf of
Department Stores National Bank. 
Please accept my sincere
apology for any frustration while trying to resolve this issue.  I have forwarded a copy of your letter to the
appropriate management so that the issue may be addressed appropriately. 
According to the terms of
the Department Stores National Bank Credit Card Agreement, “You agree to notify
us promptly in writing if you move. 
Until we receive written notice of your new address, we will continue to
send statements and other notices to the address in our records.”  This also includes updating your e-mail
address when it changes. 
My research shows, due to
our system upgrade the August 2015 email notification with a payment due date
of September 4, 2015, was not sent. 
However, monthly statements were emailed to you at [email protected]
on September 10, 11 and October 12, 2015, and there is no record of returned
mail, which suggests that you received the monthly billing statement notifications
for this account and on December 13, 2015, the email address was updated to [redacted].  In addition, if the minimum monthly payment
is not received by the due date shown on your statement, which is the fourth (4th)
for your account, late fees are applied to the account.  I am sending you copies of your billing statements
along with the Credit Card Agreement to the address listed above.  You should receive these documents under
separate cover within 7 to 10 business days. 
On January 19, 2016, the
September 2015 late fee in the amount of $25.00 was removed.  Our records show no payments have been made and
because the fees in October 2015 through January 2016 were properly charged, I
must decline your request to remove those late fees.  As of the date of this letter, the
outstanding balance on your account is $258.52, with a payment of $230.54
(including a $185.00 past due amount) due immediately.  On December 8, 2015, the account became four
months past due and was closed.  Kindly
note that while your account is closed, according to the Department Stores
National Bank Credit Card Agreement, if the minimum monthly payment is not
received by the due date shown on your statement, late fees are applied to the
account.  Furthermore, for any month the
balance-in-full is not paid, interest charges are assessed on the balance from
the first day of the billing cycle until the date that your payment is
received. 
[redacted], we are sorry for
disappointing you in this matter, but we are required to adhere to specific
policies and procedures so that all of our customers are afforded fair and
consistent treatment.
Sincerely,
Rhea
B.
Macy's
Executive Office
###-###-####
Extension [redacted]
Enclosures /mailed January 20, 2016
cc:     [redacted], Revdex.com
         Manager, Customer Service

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.   
Although apologies were offered, what requested was denied. Everything that was suggested by Macy's put the responsibility back on me, ex. to return the shoes to a store or UPS. No compensation for my inconvenience was offered. No, I am not satisfied with the result, and therefore, have decided to cancel my cards for Macy's. They have lost a loyal customer.
Regards,
[redacted]

December 30, 2016  [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. After our conversation, we discussed the automated email sent for all virtual returns and the process. I apologized for the miscommunication in regards to the merchandise never received, customer will not be recharged. Issue is considered to be resolved. If you have any further questions or concerns please do not hesitate to contact me at the number below. Sincerely,Tara B.Macy's Executive Office###-###-#### Extensio[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 satisfactory. Thank you, Sharlita H.Liaison, Omnichannel Executive Office| Macy's, Inc.9111 Duke Blvd | Mason, OH 45040Office: ###-###-#### Fax: ###-###-####

May 16, 2016  [redacted]Marketplace Resource ConsultantCincinnati Revdex.com  re: Revdex.com Complaint ID: # [redacted] Dear [redacted]:  Please accept my apology for the timing of this response. Although the complaint was presented on...

April 16, 2016, I just received this issue. I contacted [redacted] by email to resolve her complaint and to apologize for any inconveniences she experienced as a result of her concerns with her macys.com order. Ms. Browning has assured me her issues have been resolved. If I may be of further assistance, please do not hesitate to contact me at the telephone number listed below. Sincerely,   Marjorie B.Macy's Executive Office###-###-####   Extension [redacted] cc: [redacted]

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 in the delay of your refund.  Upon receipt of your inquiry, I immediately
performed a thorough review of our records as they pertain to macys.com order
number [redacted].  The gift card in the
amount of $73.43 has been devalued and the funds are being transferred to your
[redacted] account ending in [redacted].  Please
allow three business days for this amount to appear on your account. 
 
[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.  My office hours are Monday through Friday, 9:00
AM to 4:00 PM, Eastern Time.
 
Sincerely,
 
Tonie R.
Macy's Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], Revdex.com of
Cincinnati

February 22, 2018[redacted]RE: Revdex.com Complaint ID #[redacted] Macy’s [redacted] Account ending in [redacted]Dear [redacted]:I am in receipt of your recent correspondence to Macy’s Executive Office. As a liaison of Macy’s Executive...

Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB). Thank you for the courtesy you extended during our telephone conversation on February 19, 2018. I regret any inconvenience you may have experienced regarding the above referenced Macy’s [redacted]account. Our records indicate that on November 26, 2017, you made a purchase for an [redacted] watch in the amount of $348.74. I understand that the watch was not delivered when expected so you called us to report that the watch had been stolen. At this time, the agent you spoke with on November 28, 2017, processed an exchange for the amount of $334.01; this amount is slightly different due to the Macy’s Money earned on the original purchase. The agent charged the amount of $334.01 onto the account again in error which resulted in a duplicate charge rather than a single charge. When this was brought to our attention we initiated a billing dispute on December 4, 2017. The dispute was closed on December 22, 2017 and reopened on February 4, 2018. On February 12, 2018, there was a credit processed to your account for $348.74. At this time, the account has just one charge for an [redacted] watch for $334.01.Please be assured that the service you received from our staff if not typical of the level of quality customer service that we strive to provide, and we appreciate you bringing the situation to our attention. As customer service is crucial to the success of our business, it is always a concern when one customer is not satisfied with the level of service we provided. It appears that we fell short of our goal to provide you excellent customer service and I am sorry for that. We do value you as a customer and regret disappointing you.Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of additional assistance, please do not hesitate to contact me. As a token of our appreciation of your loyalty, enclosed please find a $25 dollar gift card for your future purchases.Sincerely,Briana D.Macy's Executive Office###-###-#### Extension [redacted]Enclosurecc: [redacted], Revdex.com

Hi [redacted], I am in receipt of your Revdex.com complaint ID: [redacted], concerning the WorryNoMore extended protection Great Give Back Feature. To resolve the matter, we have offered to refund the cost of the WorryNoMore extended protection plan in the form of a check and the consumer has agreed. The consumer should receive the refund check within 10-14 business days. For any additional concerns, the consumer can contact our office directly. At this time Macy's will consider this matter closed. Thanks, Macy's Executive Office

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. The customer's account has been credited as of 3/8/16 in the amount of $556.34. Based on this, we consider the matter closed satisfactorily. Thank...

you.

[redacted]   [redacted]
 
 
 
 
 
October
5, 2015
 
 
[redacted]
[redacted]
[redacted]
 
Re:  Revdex.com Complaint...

#[redacted]
        Macy's [redacted] account ending
in [redacted]
 
Dear [redacted]: 
 
I am in receipt of your
complaint filed with the Revdex.com 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 personal
apology for any inconvenience you may have experienced while attempting to use
your Macy’s Star Rewards certificates. 
 
It was disappointing to
learn that your certificates were not enclosed as expected in the letter you
received on July 28, 2015.  Be assured
that the problems you described are not typical of the level of quality
customer service that we strive to provide. 
Macy’s goal is to have professional and knowledgeable sales associates
available, so that all of our customers’ questions and needs are addressed and
resolved efficiently.  For that reason,
we truly appreciate you for the time you took to share your feedback, as it
directs our attention to areas in which we can improve our service
quality. 
 
We no longer have a Macy’s Star Rewards certificate
program for our customers.  However, I
have enclosed $70.00 in Macy’s Money certificates as a gesture of
goodwill.  You will receive this within
seven (7) to ten (10) business days under separate cover. 
 
[redacted], thank you for allowing us the
opportunity to respond and mend our business relationship with you.  Your continued loyalty is important to us, as
well as appreciated, and I hope you will view this as an isolated
incident.  If I may be of further
assistance, please do not hesitate to contact me directly at the telephone
number listed below. 
 
Sincerely,
 
 
 
Tamalla
D.
Macy's
Executive Office
###-###-#### Extension
[redacted]
 
cc:  [redacted], Revdex.com