Macy's

July 24, 2015
 
 
[redacted]
[redacted]
[redacted]
 
re: Revdex.com
Complaint ID: #[redacted]
 
Dear
[redacted]: 
 
I am
in receipt of your complaint forwarded to us by the Better Business...

Bureau. As
a representative of Macy's Executive Office, I was asked to review and respond
to your concerns.
 
On
behalf of Macy's, please accept my apology for any inconvenience you experienced
due to receiving your macys.com order refunds in the form of gift cards. We
regret the delay in resolving this for you. Upon your request, I did submit the
necessary paperwork to transfer the gift card balance to your original form of
payment. The credit is for $21.19 for your order #[redacted]. This should post
to your credit card within a few days.
 
[redacted]
[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,
 
 
 
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
 
cc: [redacted], Cincinnati Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that her assessment is not completely correct so this does not resolve my complaint.  Per Order #[redacted], I did not receive the entire refund of $286.96, for the reshipment/replacement was returned on 12/4/17 at 3:54 p.m. via [redacted] tracking #[redacted].  Therefore, Macys needs to refund   my Macy's account for the return of the [redacted] ($189.98) and [redacted] Hoodie ($52.99) hence totaling $242.97 plus taxes.As far as a credit to my [redacted] account occurring on or between 12/4 - 12/6, that information is not correct (see attachment of [redacted]) account summary.I want this matter quickly resolved while it is unfortunate, that I left five messages on that lady's voicemail and received no further courtesy call back since her initial contact with me about this deceptive billing and ineffective business practices. Please do not close out this complaint until this matter has been ethically and correctly resolved.  
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.  Ms. B. was very helpful in escalating this problem within Macy's to get the desired response.My thanks to her and to the Revdex.com for getting this matter resolved.
Regards,
[redacted]

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

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

[redacted]   [redacted]   October 14, 2016     [redacted]   Re: Bloomingdale's Account Ending in [redacted]       Complaint ID: [redacted]   Dear [redacted]:    I...

am in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Bloomingdale's Executive Office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).   Please accept my sincere apology for any inconvenience you may have experienced with the above-referenced account and for the delay in clearing the fraudulent balance.  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 we thank you for bringing this matter to our attention.     A review of your account shows charges totaling $13,776.90 were made on November 19, 2015.  A fraud investigation determined those charges were fraudulent, and the fraudulent charges were removed along with interest charges of $273.47 for a total of $14,050.37 in credits applied to the account.  Unfortunately, there were additional late fees and interest which should have been removed.  This remaining balance resulted in additional late fees and interest each month until the account charged off on September 11, 2016, with a $951.91 balance.     Please know that our Fraud Department has removed the remaining balance, and your account now shows as customer-closed with a zero ($0.00) balance.  Additionally we have cleared our internal records of any delinquency associated with this issue, and have instructed the credit reporting agencies to update their records and delete any history of delinquency from the time period of January 2016 through the present.  Please allow the agencies thirty (30) business days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of additional assistance, please do not hesitate to contact me.   Sincerely,       Nancy M. Bloomingdale's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]     The Revdex.com The Bloomingdale's card is issued by Department Stores National Bank.

February 08, 2017  [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 leaving several voicemails and an email to you with no response, I am closing this case. If you wish to resolve your issue please contact our office at your earliest convenience.   Sincerely,  Tara B.Macy's Executive Office###-###-#### Ext[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.   
I reject the response as this furniture is does not match each;the legs of the table  are one color ;the side board another and the chairs are another. This set has never been used and still has the factory wrap on it. I would think a company like Macy's would not sale furniture that was discolored. One would think you would at least send a representative out to see if my issues does indeed exist instead of standing by your policy and not customer satisfaction. I am only asking for an American amicable resolution not a refund. Because your reputation is on the line ever time someone walks into my home and see this furniture.  I did attempt to resolve this but had to wait on a date for your service person to come out and the only way I received the date that I did receive was because your representative had a cancellation because my actual date was in October check your records. So based on your policy and procedure it was going to be past 3 days no matter how you look at it. 
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. I am not sure why this company believes there is no legitimate reason when a customer did not know what they were doing so I don't understand why Macy's wants to punish a customer that was mentally incompetent. There is an error in reporting. I asked that they contact their legal counsel, I have contacted legal counsel. They could easily fix this but are not being at all willing to make an exception for situation that is very out of the box. I request that this be looked at by their legal counsel. I offered to pay this even though my mom doesn't remember making the purchases, if they will remove the negative marks. I am trying to work with Macy's here.
Regards,[redacted]

Hello [redacted], We received the complaint for [redacted] regarding ID #[redacted]. The customer stated he purchased a warranty but was not informed of the issues and restriction on using their services and refunding at the end. The customer stated he received a voucher but was unable to use it due...

to all the restrictions. The customer is requesting the refund of both the warranty programs purchased. I spoke with the customer and advised we would allow the refund of both warranty plans. The customer has accepted this offer and is satisfied with this resolution. Macy’s Executive Office Terri W.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

Still no status on Macy's refund and I left message with your Cincinnati office by telephone last week.[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.   The company has received documents that support the suspicion of identity theft. As per the certified documents that ha delivered to your company. Please work diligent to furnish the supporting documents. Tho I have been a victim of theft. I became adware of the company on my credit reporting account. Based on the statement provided thru the Revdex.com. I now request for mail via usps and if you do have plans to stop the communication between dsnb/Macy's and the major credit reporting agencies. Please respond with a clear answer. I will follow with a certificate delivery. Of a new document request more details. As per I still have no knowledge of the account that your company has on my credit reporting agencies This is the tracking number that I have sent documents to your company [redacted] 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.   
You insist I had a valid balance of $144.11 but I called you when your bills were showing a $500+ balance.  I like paying off my balances, ALWAYS.  I wasn't going to pay what wasn't owed by me and I needed you to:1) Get back to me in February which showed a revised statement with me owing $144.11.  I would have paid it immediately2) You kept billing me the higher amount for several months.So your insistence that your actions were legitimate do not hold any water.  First thing you should do while you investigate a claim is reduce the amount due on the bill to what is not disputed.  You need to promptly follow up.  Here are the things you don't do:1) Cancel the account2) Report a delinquencyNot investigate a claim for months and not communicate until challenged.  A very bad business with appalling handling of customers.  I suggest consumers be wary of Macy's and all affiliates in this upcoming holiday season.  Who knows how many frauds will happen on how many more times Macy's will take punitive steps on the victim of a fraud rather than the perpetrator.My claim can only be resolved with corrective action on my credit report.  I do not want my credit reinstated anymore at this deplorable corporation,
Regards,
[redacted]

Dear [redacted],We are in receipt of Revdex.com complaint number [redacted]. After speaking with the customer I advised that the shoes were credited and that they should be seeing the credit posting. 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: ###-###-####

[redacted] is asking for written confirmation that his account is closed, and our initial response clearly confirms that his account has been closed.  We will not be responding formally to his rebuttal. Thank you,Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [redacted]

[redacted]   [redacted]
October 26, 2015
[redacted]
[redacted]
[redacted]
Re:  Better Business Complaint ID [redacted]
        Macy’s account ending in...

[redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the RevDex.com.  As a representative of Macy’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.  I
intended to discuss this matter with you personally, but attempts to reach you
were unsuccessful.  I have listed my
telephone contact information below and would welcome the chance to speak with
you.
We
recently underwent a scheduled credit system update for the Macy's credit card
accounts and redesigned our macys.com website. 
We apologize for any frustration this may have caused you when we were
unable perform the necessary review and processing of your payment during that
time, and for the problems you encountered while attempting to resolve these
issues. 
Upon
review, I found that the Payment Due Date for the above referenced Macy’s
account is the 13th of the month, and we received your $34.55
payment on September 14, 2015. 
Therefore, a $25.00 late fee was applied to your account on September
13, 2015.  This late fee was removed on
September 17, 2015 and the adjustments appear on your October 16, 2015, billing
statement. 
Our
records indicate that prior to our credit system update your account was
registered online at macys.com to receive electronic billing announcements and
to discontinue paper statements.  Once
the credit update was completed, your account was again registered to receive
electronic billing.  If you are still
having problems navigating the credit website or if you prefer that we mail
paper statements, please contact me and I will gladly update your account to
reflect your preferences.
Thank
you for bringing this matter to our attention and giving me the opportunity to
reply.  Your feedback is critical as it
assists us in understanding our customers' experiences and directs our
attention to areas in which we can improve our service quality.  If I can be of further assistance, feel free to
contact me directly.  
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension [redacted]
cc:  [redacted], Revdex.com

I am in receipt of complaint ID: [redacted]. I have spoken to Ms. [redacted] and we have addressed all issues to her satisfaction. Based on this information, Macy's considers this matter closed and resolved. Sincerely,  Steven A[redacted]Liaison, Omnichannel Executive Office | Macy's, Inc.

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]
January 25, 2016
[redacted]
[redacted]
[redacted]
Re: Macy's Account ending in [redacted]
Dear [redacted]: 
I am in receipt of your recent inquiry through the Revdex.com regarding...

your Macy's account referenced above. 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.
The account referenced above was opened on February 16, 2013, and you made purchases in the amount of $536.13. On March 4, 2015, payments totaling $536.13 and additional purchases totaling $494.44 were made at the Macy's [redacted] Store. Because no further payments were received, your account accrued monthly late fees and interest charges until the account eventually charged off on November 16, 2013, with an outstanding balance of $647.82.
I have enclosed copies of the monthly statements for the billing periods ending February 16, 2013, through March 16, 2013, and copies of the available signed sales receipts for your review.
There is no record that the Macy's credit card was reported lost or stolen as you mentioned in the Revdex.com correspondence. If after reviewing the enclosed documentation, you still feel that the purchases were made fraudulently, we require a completed Statement of Fraud form (enclosed) as well as two (2) forms of identification in order to investigate your claim. Please send these documents to my attention at the address above within thirty (30) days from the date of this letter. If you determine the charges are yours, please contact me at the telephone number below to make payment for the outstanding balance on your account.
[redacted], thank you for allowing me the opportunity to respond. If we may be of further assistance, please feel free to contact us at the address above.
Sincerely,
Diane M.Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures
cc:  [redacted]
       The Revdex.com
       Case # [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.  Again, you state that this was delivered to my home address, as you can see it was left at my front door. Unless someone stole it or it was delivered to the wrong address. I did not get this product that I ordered. I've tried to call multiple times to resolve this issue with Macy's and nothing has happened. Ive continued to receive the same response. My balance of over $400.00 is due to interest and late fees on apparently a product that I never received and have for the past year try to resolve. I need this cleared up ASAP!
Regards,
[redacted]

[redacted]   [redacted]  [redacted]   December 14, 2016     [redacted]  [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s...

account ending in [redacted]         Dear [redacted]:    I am in receipt of your complaint forwarded to Macy’s Executive Office by the Revdex.com.  As a representative of this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).  Thank you for the courtesy extended to me during our telephone conversation on December 9, 2016.  This letter is to confirm our discussion.  I apologize for any inconvenience you may have experienced as a result of this matter.   After reviewing your order history, we confirmed that your original purchase for three pairs of Ideology pants totaling $52.69 was made at our [redacted] Macy’s store location on October 29, 2016.  Two more of the same items were ordered at the same store for $35.13 on October 30, 2016, to be sent from our fulfillment center under the Reservation number [redacted].  On November 18, 2016, you called our macys.com Customer Service Department to inform us that one of the pairs of leggings was damaged in transit.  A new pair was scheduled to be sent, and at 5:25 pm EST, you called back and  requested to have an agent cancel the order since you thought you may be charged for the reshipment.  On November 19, 2016, a macys.com Supervisor processed an even return and exchange for the damaged pants at no charge.    On November 19, 2016, you requested a $20.00 Virtual Gift Card for having to call multiple times to verify if the order was canceled, and if you would be charged.  The associate advised you a Physical Gift Card could be sent by mail for your inconvenience.  Our records confirm you requested to have this $20.00 gift card applied to your Macy’s account instead.  The $20.00 credit was applied to your Macy’s account on November 20, 2016.  When an associate offered to confirm the funds transfer on December 2, 2016, you refused to provide the associate your Macy’s account information, and instead requested to speak with a supervisor.  During the time you were on hold waiting to speak with a supervisor, our records show you disconnected the call.    On December 9, 2016, I advised you that once a physical gift card is requested, our system is not capable of stopping the gift card from being mailed out, even though the supervisor requested to transfer the funds to your account instead on the same day.  It is regrettable to learn that you thought the funds were available on the gift card when you received it in the mail, after you requested the balance to be transferred to your account.  For clarification, during our conversation I did not have enough information regarding the original gift card situation to make any definite promises.  I apologize if you misunderstood me when I was partnering with the macys.com supervisor investigating what happened with the first gift card.  In addition, when you advised me one of the other pairs had ripped, I advised you to bring them into the store so they could assist you with a return or exchange. I was disappointed to learn of the poor service you described receiving when calling our Customer Service Representatives.  Please be assured that the service you received from our staff is not typical of the level of quality customer service that we strive to provide, and we appreciate your bringing the situation to our attention.  Accordingly, I have forwarded a copy of your complaint, as well as my response, to the appropriate Managers to address these issues with the associates involved.    [redacted], thank you for the opportunity to address your concerns.  If I may be of additional assistance in the future, please do not hesitate to contact me at the phone number noted below.   Sincerely,     Alison G. Macy's Executive Office
[redacted]   cc:  Macys.com Manager        [redacted], Revdex.com