Macy's

October 19, 2015  [redacted] [redacted] [redacted]  Re: RevDex.com Complaint ID [redacted]        Macy’s account ending in [redacted]  On behalf of Department Stores...

National Bank:     Contact Date
with Customer:  September 30, and October 5, 2015 Complaint Summary:  [redacted]
[redacted] was unable to access account online. Resolution:  I first called
[redacted] and apologized to him for problems he encountered with our
website.  At that time, I learned that he
could access macys.com, but was unable to transfer to the credit website.  I contacted Macy’s technical assistance
department and arranged for a member of their management team to call [redacted]
personally to assist him with accessing the account online.  After he was contacted and able to navigate
the credit website, I called him back to be sure he was satisfied with the
resolution.    Ms. Randi P. 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 resolved my issue with Macy's but they didn't fully follow through. I received a refund check but the amount wasn't correct. I was suppose to receive $1,628.46 but they sent me a check for $1,406.24 (see attached),  a difference of $ 222.22. I would like them to send me another check for that amount.Thank you,[redacted]

[redacted]   [redacted]
* May 22, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s account ending in [redacted]   Dear [redacted]...

[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.   Upon review, I found that your furniture purchase for $1,774.33 (including delivery and tax) was charged to your Macy’s account on February 15, 2016.  You received an Associate Discount in the amount of $311.51 resulting in a new balance of $1,462.82.   Account notes show that your purchase qualified for a 12 Month Special Event Promotion with an Expiration Date of March 16, 2017.  When you did not pay the full balance by that date, $416.75 in deferred interest was charged to your account.   In further researching this matter, I contacted our Store Manager at the [redacted] store location, and confirmed that their senior sales associate explained the 12 month promotion.  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 12 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 $1,462.82 in full by March 16, 2017 to avoid paying deferred interest charges.”  The statement also included an Activity and Promotions Detail that provides payment information made on the Regular and 12 Month Special Event.  When you called on May 14, 2017, this was explained to you, and as a courtesy, our supervisor removed $150.00 in deferred interest.  Since you were properly notified about the 12 month promotion, I must decline your request to remove any remaining interest.  For reference, I am enclosing copies of billing statements for the periods ending February 18, 2016, February 17, 2017, and March 20, 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]   Enclosures /mailed May 22, 2017   cc:  [redacted], Revdex.com        [redacted], Store Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and  I'm still very bothered by the fact that Macy's feels the way I was treated was justified all in the name of security. I believe their stance of the polices and procedures they have put in place supersedes the manner in which they treat their customers. I ask that you close this case and I thank you for all of your 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.   
Regards,
[redacted]  Customer called Revdex.com 7/7/16 stating she thought the matter was resolved, however she received another bill yesterday showing a balance. Please clarify that she has no balance and her account is now closed.

[redacted]   [redacted]
April 7, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com complaint [redacted]
        Macy’s [redacted]...

account ending
in [redacted]
Dear [redacted]: 
I am in receipt of the complaint filed by [redacted]
[redacted] with the Revdex.com on your behalf.  Because this is an individual account in your
name only, I am addressing my letter directly to you.  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 apologize for
any frustration this matter may have caused you.
In
researching your account, our records indicate that the $69.75 charge is shown
on your billing statement for the period ending September 18, 2015, with a
minimum payment of $27.00 due on October 16, 2015.  The full payment of $69.75 was received on
October 20, 2015, which resulted in a $27.00 late fee and a $2.00 interest
charge.  I show that your monthly billing
statements were mailed to you at the address noted above.  We have no record of returned mail by the
U.S. Postal Service as undeliverable, which suggests you received the billing
statements.  As reference, enclosed are
copies of the billing statements for the periods ending September 18, 2015,
through March 20, 2016.
As stated in our Credit Card Agreement, a late fee is
applied if the Minimum Payment Due is not received by the ''Payment Due Date''
shown on your statement. Your payment due date on your account is the sixteenth
(16) of each month.  We reserve the right
to waive part, or all, of this late payment fee in the case of certain
delinquencies without losing the right to impose this fee in future billing
periods.  Therefore, I have removed a
total of $105.07 in late fees and interest charges, resulting in a credit
balance of $105.07.  I have taken the
liberty of requesting a Credit Balance Refund Check for this amount.  You should receive the check at the address
listed above in 7 to 10 business days.
As the balance was paid in full, we have cleared our
internal records of any delinquency associated with this issue, and have
requested that [redacted], [redacted], and [redacted] update their records and
remove the delinquency reported for October 2015 through March 2016.  Please allow the agencies approximately seven
(7) to ten (10) business days to make the necessary corrections to update their
files.  This letter will serve as
confirmation of this request.
Thank you for bringing this
matter to our attention and allowing us the opportunity to respond.  If I may be of any further assistance, please
contact me at the telephone number listed below.
Sincerely,
Stephanie C.
Macy's Executive Office
###-###-#### Extension [redacted]
Enclosures / mailed April 7, 2016
cc:  [redacted],
Revdex.com

February 16, 2017     [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s store account ending in [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 on behalf of Department Stores National Bank.    In researching this issue, our records confirm you spoke with different Customer Service representatives on the following dates: December 3rd, December 13th, and December 16th and each time you were informed that we are unable to allocate payments to the Club Account.  On December 20, 2016, you were informed incorrectly that were able to allocate a payment to this account.  On January 17, 2017, you were informed again that we are unable to allocate the payment and the Manager you spoke with apologized that you were given incorrect information.  As we have stated several times, we are unable to allocate payments to this account as long as you have a Revolving balance accruing interest.   Federal law contains specific requirements about how we allocate payments in excess of your Minimum Payment Due.  As a result, we apply excess payments to balances being charged interest before balances that are not being charged interest.  This means that excess payments will be applied to a Revolving balance that is accruing interest.  We are unable to move your payment as federal regulations now require that payments made to your account be applied to those balances with the highest interest rate first, before being applied to a balance with a 0% Annual Percentage Rate (APR).  While I am not able to move your payment, please note that by applying your payment to the balance with the highest APR, you have minimized your interest charges.  Also note, that the Club plan does not need to run for twelve (12) months.  If you have no balance on your Revolving account, we will allocate your payment to the Club plan. Since were are unable to allocate the payment to the Club Account, if you prefer a refund of the overpayment, we can issue you a refund check of $675.47, which is the difference between your $800.00 payment and the minimum payment of $124.53 that was due.  To request a refund be issued to you, please call Customer Service ###-###-#### and a representative will be happy to assist you. [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]   cc: [redacted], Revdex.com

The offer that they made me, isn't even enought to cover my doctors visit. They made me a $300 dollar offer which I think is totally unfair. Especially knowing the bottom of my feet has been irritating me since. Along with this I sent one of the many videos of the dressing room that I took while at Macys. You actually have to look close when seen in person to spot majority of the pins, especially due to my height.  Im not looking forward to what there dishing out. Completely unfair. It was there lack of doing there job in cleaning them up. Im pretty sure there investors wouldn't appreciate this at all. An when I contact the case holder at Macys corp I get spoke to very rudely and im not heard out at all. I find that very unacceptable.

February 14, 2018[redacted]RE:  Revdex.com Complaint ID [redacted]        Macy's Account ending in [redacted] (Customer Closed 10/29/2017)Dear [redacted]:  I am in receipt of your complaint filed with the...

Revdex.com and forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).I am very sorry to hear of any confusion or misunderstanding regarding your experience at Macy’s in [redacted], [redacted], and I appreciate the time you have taken to contact us.  Macy’s is a company committed to customer service, and I can assure you it is never our intention to inconvenience our customers or to create a stressful situation.Macy’s cardholders get exclusive offers throughout the year and extra savings for using a Macy’s card for purchases during our Use Your Card events.  I hope you will accept my sincere apology for any distress and frustration you experienced this matter and I regret your concern was escalated to this point.  In accordance with DSNB terms and conditions, Macy’s cards have due dates at least 25 days after the close of each billing cycle.  The due date on your Macy’s account was the 20th of each month.  While reviewing your account, I see your account was set up to receive paper billing statements mailed to the address you provided.  Our records do not reflect any statements were returned, suggesting the statements were delivered successfully. Payments were missed on August 20, October 20, and December 20, 2017, as well as January 20, 2018.  Macy’s reported the 30 day delinquency after two consecutive payments were missed for December 20, 2017, and January 20, 2018.It is not Macy’s policy to remove any delinquency from a credit file if it was not Macy’s error or a bank error.  Unfortunately, we are unable to accommodate your request to remove the delinquency from your credit report for the month of January, 2018.  Please understand, as a credit provider, we are obligated to report the account accurately to the credit reporting agencies, whether it is favorable or unfavorable to the customer.   [redacted], thank you again for bringing this matter to our attention and providing me with the opportunity to respond.  I would like to invite you to contact me should you need any additional assistance.  Sincerely,Donna S.Macy's Executive Office###-###-#### Extension [redacted]cc:  Revdex.com - Cincinnati

May 3, 2017     [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.    Please accept my apologies for any frustration you may have experienced surrounding the returning of a set of pearls you purchased at Macy’s.  While our associates were correct in stating that jewelry items can only be accepted with the tag attached, I regret that they did not understand or take into consideration, the circumstances you described in your complaint.   As a company committed to outstanding service, it is always a concern when one customer is not satisfied with the level of service received.  The service you described is certainly not the typical level of quality customer service we expect from our associates. While we do not like to hear that we disappointed you, 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.   In order to resolve this matter, I forwarded your complaint to Tom I., the Vice President Store Manager of Macy’s [redacted].  While I understand that you attempted to reach Mr. I. once before, unfortunately, he did not receive your voicemail.  Mr. I. informed me that he would be happy to look into this further and will have a member of his team contact you to arrange a time to accept your return. Should you have any questions, please contact the store's Executive Office at ###-###-####, extension [redacted].   I am sorry this matter was not resolved prior to you filing your complaint, but I appreciate you bringing this to our attention and allowing me the opportunity to respond to your concerns. We understand that you have a choice of where to shop and hope you will allow us the opportunity to exceed your expectations in the future. If I may be of further assistance to you, please contact me at the telephone number listed below.   Sincerely,    Stephen C. Macy’s Executive Office ###-###-#### Extension [redacted]   cc:  Mr. Tom I., Vice President Store Manager - Macy’s, The [redacted]       [redacted], Revdex.com

Dear [redacted],At this time, the complaint ID [redacted] for [redacted] has been resolved satisfactory to Macy’s and the customer. I have been in communication with the customer and have resolved their issue with their defective mattress. Thank you,Kristin T. | Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team | MCCS Executive OfficePhone: ###-###-####  |  Fax: ###-###-#### | Email: [redacted]

February 10, 2017 Dear [redacted]: I am in receipt of complaint [redacted]. I have contacted the customer and offered to refund the purchase price of the merchandise which she accepted. Macy's considers the matter resolved. Thank you,Macy's Executive...

Office

[redacted],
We
are in receipt of claim ID #[redacted] regarding the customer's shopping
experience. We have contacted the customer and are currently working on
resolving the customer's issue. Macy's will consider this case open until the
customer is satisfied with a...

resolution.
Thanks,
Macy's
Executive Office

Revdex.com:My Mother was unhappy with the  couch they should have taken care of the matter back then I'm sorry there is a language barrier with representative Geeda but the couch needs to picked up and refunded. I'm sorry Macy's furniture does not have the same customer service as Macy's retail store
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]

My complaint regarding Macy's and lost merchandise has not been resolved yet. 10/8/17  Corporate did contact me & after several phone calls sent me a free item and told me to go into the store where I made the original purchase and they would have my lost items waiting for me at the counter to pick up.   My husband went in my place to Macy's. He was told he needed my debit card because he  would have to repurchase the items and then Macy's would refund that purchase to my card. So my husband explained he does not carry my debit card, & he was not told this.  The clerk called for a manager at my husbands request. After 15 min. or more of waiting my husband asked the clerk where the manager was. The manager never came and the clerk sincerely apologized and stated she could not help us without a manager.She apologized for the manager not coming. The clerk then  stated that corporate did not communicate well between them and us and again apologized for the confusion. My husband was very uncomfortable with this whole situation. He should not of had to go thru this.She apologized again because she could not help us.   I then called corporate that night & asked what I needed to do to resolve this and explained what my husband went thru and asked why I was not told he needed my debit card.  After 3 or 4 days  corporate returned my call and stated that he was perfectly clear with the store & he was just going to issue me a full refund at this point. He apologized for not returning my call in a timely manner and explained he was busy with Macy's fall product line. He said he would send me a free gift with a full refund and this has not happened. The purchase was made in July. Now I feel very uncomfortable going to Macy's because they have made me feel as tho I am at fault here. I would of went to Macy's with my debit card if I knew this. My question is do I wait for corporate or do I go to the store? I thought my refund would happen automatically with my card on file but I have not seen this happen.

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] P.S. I just want to clarify that the monies should be sent directly to me and not posted to my Macy's Account as I do not wish to purchase any furniture.Thank You[redacted]

[redacted]   [redacted]
October 23, 2015
[redacted]
Re:  Revdex.com ID [redacted]
        Macy's account ending in [redacted]
Dear
[redacted]: 
I am in receipt of your most
recent complaint forwarded to Macy's Executive Office by the RevDex.com.  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.  I apologize for any inconvenience you may
have experienced. 
We
received your most recent payments of $25.00 on September 22, 2015, and $72.45
on September 26, 2015.  As of the date of
my letter dated October 5, 2015, your account balance is $669.44, with a
minimum payment of $27.00 due by October 26, 2015.  Your account is charged a late fee if you do
not pay the Minimum Payment Due by the Payment Due Date.  Your Minimum Payment Due is the sum of a
Monthly Minimum plus all unpaid Late Payment Fees, and any delinquent Monthly
Minimums by the Payment Due Date.  The
Monthly Minimum on your Revolving Account is the greater of $25.00 or 3.25% of
the New Balance on your Statement, rounded up to the next whole dollar amount,
or the entire New Balance if the amount is under $25.00.  It was due to this calculation that your
Minimum Payment Due was over $25.00.
[redacted], we removed the late fee of $35.00 as a courtesy to you on July 28,
2015, however the removal of the late fee does not modify the calculation of
your Monthly Minimum.  Thus, the $113.00
minimum due was not changed by the credit to your account.  If I may be of additional assistance, please call
me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:  [redacted],
Revdex.com

May 5, 2016 [redacted] Re:    Revdex.com Complaint #[redacted]          Macy’s [redacted] account ending in [redacted] Contact Date With Customer:  April 29, 2016 Complaint...

Summary:  [redacted] had a $50.00 credit on her Macy’s [redacted] account and had requested a refund check be sent to her in January 2016. She was told she would receive the check in 7-10 business days, but the check was never received.  She contacted Macy’s sometime in February/March regarding the missing check and was informed the check was never sent. Resolution:  Brian J. called and spoke with [redacted] and apologized for her experience. [redacted] informed him that she was in receipt of the latest check we mailed to her.  He confirmed that her account was closed.  This resolved her concerns. Carye C. Macy’s Executive Office ###-###-#### Extension [redacted] cc:  [redacted], Revdex.com

Please be advised that Macys has settled the above referenced claim to the customer’s and Macy’s mutual satisfaction.  Macy’s provided a return as well an accommodation for the customer to purchase a new mattress.  At this time Macy’s considers this case closed. Teresa M. –...

Omnichannel Presidential CorrespondentOmnichannel Selling and Service Escalation Team

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,I have shopped at Macy's (formerly [redacted]) for decades without any problem. I have never paid interest charges on my account. My mom purchased a gift for me on her Macy's account. I showed the Macy's associate the gift receipt when exchanging the gift for a correct size. The Macy's associate charged my account for the gift without crediting my account for the returned item. I spoke with Macy's customer service who attempted to correct my account. I contacted the Revdex.com when Macy's customer service had trouble correcting my account. In the mean time Macy's charged my account interest. After the Revdex.com contacted Macy's my account was credited for the gift my mom purchased and interest was credited. Then my account was charged with interest again.The delay in correcting my account has caused frustration for both me and my mom. I am not happy that the Revdex.com had to be involved to sort out my account. Customer service at Macy's could not correct the issue nor contact me. I sent a lengthy letter to Macy's explaining the issue, dates, names of associates I spoke with.Thank you for assisting me in this matter.[redacted]