Macy's

[redacted]   [redacted]   August 7, 2017     [redacted]   Re: Revdex.com Complaint ID #[redacted]        Exchange Issue   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.   Please accept my sincere apology for any inconvenience you may have experienced with respect to the Michael Kors® bag you attempted to return.  As a company committed to outstanding customer service, Macy’s goal is to have professional and courteous sales associates available within every department so that all of our customers may have a positive and rewarding shopping experience.    Regarding your concern of discrimination, I would like to assure you that Macy’s is a Company committed to having a diverse customer base and does not condone or tolerate discrimination of any kind.  We regret if you felt that the reason the return was not accepted was connected to your nationality.  For clarification, with a receipt or proof of purchase, returns and exchanges are accepted as long as the merchandise is in saleable condition (other than manufacturer’s defect).  Without a receipt, the tags may be used as proof of purchase.  In the event, we are not able to validate a purchase the return or exchange is declined.  Although the exchange was declined appropriately, as a courtesy, I was pleased to learn that a member of the Management Team at the [redacted] store was able to contact you on July 19, 2017, and set up an appointment for you to bring the bag in on July 20, 2017 for an exchange.    [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]   cc:   [redacted], Revdex.com         [redacted] Store

[redacted]   [redacted]       October 10, 2016     [redacted] Greentown, PA  18426   Re:  Revdex.com complaint ID [redacted]         Macy’s account ending in [redacted]...

        Order number: [redacted]   On behalf of: Department Stores National Bank   Contact Date With Customer:  September 29, 2016   Complaint Summary:  [redacted] received an advertisement in the mail on Monday September 23, 2016. The advertisement was for a “Free Gift with Purchase”.  The [redacted] offer states that you must purchase $27.00 worth of [redacted] cosmetics to receive the “[redacted]” gift.  [redacted] attempted to make the purchase on September 23, 2016, but the offer was not available online.  She began to call Customer Service and was advised that the advertisement she was referencing was a year old and no longer available.  She then spoke with a Live Chat agent who told her that the gift with purchase was no longer available.  She also could not locate the offer online with the Wed ID.  She contacted the Revdex.com for assistance in locating the offer, and to make sure that Macy’s is not advertising merchandise that is truly not available.   Resolution:  I submitted a research request to locate the advertisement.  [redacted] emailed me a copy of the exclusive offer advertisement that was mailed to her.  Upon speaking with [redacted], she advised me that she attempted to make the purchase starting on September 23, through September 26, 2016.  The offer did not appear until Monday September 26, 2016, the last day of the offer.  She successfully placed an order and the free gift with purchase was included.  The order number [redacted].  The order shipped on Tuesday September 27, 2016.     Ebony M. Macy’s Executive Office ###-###-#### Extension [redacted]     cc: [redacted], Revdex.com

June 14, 2016     [redacted]   Re:  Revdex.com Complaint ID [redacted]       Macy’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 review and respond to your inquiry on behalf of Department Stores National Bank.  Please accept my apology for any concern this situation regarding your account may have caused.    My research confirmed that your account was enrolled in the Credit Protection program on March 26, 2006, and you have paid fees totaling $2,433.20 since that time.  Your account was previously issued a credit of $131.15, and Credit Protection has processed a refund to your account for the remaining amount, $2,302.05.  This brings your account to a credit of $1,614.38.  Account notes confirm that you have called and requested that the credit be deposited directly into your checking account.  As of the above date, your account is open with a zero balance and a credit limit of $4,800.00.    [redacted], we appreciate this opportunity to respond.  If you need assistance on another matter, feel free to contact me at the telephone number noted below.   Sincerely,     Michael J.   Macy’s Executive Office  ###-###-#### Extension 73381    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. 
Regards,
[redacted] ID # [redacted]- Macy's 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. 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. Contact information for Corporate 513-573-2330 Steven Anderson Liaison, Omnichannel Executive Office | Macy's, Inc. 9111 DUKE BLVD | MASON, OH 45040 Office: 513-573-2330 http://macyspartners.com/PublishingImages/MakeLifeShineBrighter.pngDesired Outcome: the question is do I wait for Steven Anderson 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.

Dear [redacted]:I am in receipt of complaint number [redacted]. I offered to  exchange or return and re-select the merchandise. The customer accepted the offer and is satisfied.  Macy's considers this matter resolved.Thank You,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.  If A Macy's liaison tried to call me I never received a voicemail so I don't know how I was expected to be able to discuss my concerns. I believe there is still $97 worth of extra charges that need to be reversed. And the website for online account access is still not working this is something that needs to be resolved soon.Regards, [redacted] 
Regards,
[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.
Please
accept my sincerest apology for the inconvenience you...

have experienced. Macy's
policy states that the shipping is not returned back to the customer unless the
incorrect item is sent from what was originally ordered. As the merchandise
matched what was ordered, the store was unable to process a credit for the
shipping.
As
we can see you are a loyal Macy's customer and we truly appreciate your
patronage, I have processed a credit back to your form of payment for the
shipping plus tax. The total credit that will be processed back to you is in
the amount of $10.55 and should be posted to your [redacted] account
within the next 5 - 7 business days. Again, I truly apologize for the
inconvenience you have experienced and I hope you will continue to choose
Macy's for your shopping needs.
Sincerely,
Jennifer C.
Macy's Executive Office

December 11, 2017[redacted] Revdex.com 1 E. 4" Street, Suite 600 Cincinnati, OH 45202Re: Revdex.com Complaint # [redacted]Macy's Account ending in [redacted]Dear [redacted]:I am in receipt of your recent Revdex.com complaint filed on the above referenced complaint number. As a liaison in Macy's Executive Office, I was asked to review and respond to your concerns on behalf of the Department Stores National Bank (DSNB). I apologize for any inconvenience or misunderstanding that you may have experienced regarding this matter.Upon review of your Macy's account, our records indicate that we have researched and responded to your concerns regarding this matter on several occasions in letters dated March 2, 2017. May 9, 2017, June 19, 2017, July 18, 2017, October 18, 2017 and November 27, 2017. We have previously provided you with copies of each of those letters as well as mailed copies to the Revdex.com. In those letters We explained to you how the Annual Percentage Rates (APR) were calculated and explained that an error did occur on October 17, 2016, when at your request, our agent transferred the balance in the amount of $456.39 from your Special Event Account to your Revolving Account which resulted in an increase to the Special Event Account and a decrease in the Revolving account balance which incorrectly appeared as a purchase on your account. Please note, the error on our agent's part did not impact or change the terms of the Special Event account nor increase your overall balance.In an effort to resolve this matter due to the error on our agent's part and as a customer courtesy, on October 11, 2017, we issued a credit in the amount of $456.39 to the Special Event Account. When the credit posted to the Special Event account it reduced the balance at the time from S1,199.46 to $743.07. We also extended an offer to create a new Special Event account for you, which would've resulted in an additional 24 months to pay off the remaining balance ($743.07) on an interest deferred plan and you declined the offer. In addition, you were advised in the letter dated October 18, 2017, and on your monthly billing statements that your Special Event account was due to be paid in full by October 31, 2017, to avoid paying any deferred interest charges. Since the Special Event account was not paid by the due date and you declined our offer to create a new Special Event Account, your account was billed for the deferred interest charges. As of the date of this letter, your account balance is $2,446.20. I have included as an enclosure with this letter a copy of the monthly billing statement, which reflects the credit issued to your account for the amount of $456.39.[redacted], thank you for bringing this matter to our attention and for giving us the opportunity to respond. Please be advised that we have policies and procedures in place to ensure that we are in compliance with applicable laws. If you have any further questions or concerns regarding a different matter, please feel free to contact me directly using the telephone number referenced below.Sincerely, Shirley W.Macy's Executive Office ###-###-#### ext, [redacted]Enclosure (s)Cc: [redacted]The Macy's Card is issued by Department Stores National Bank.

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 items  did not arrive, they sent incorrect items which were returned and never refunded or returned back to myself. Please mark this complaint as unresolved and advise Macys legal action will be taken if order is not refunded. The [redacted] also has a complaint against them
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'm hoping the chain of emails is available for review because this is my 3rd time writing about the same, clearly detailed infraction and twice Ms. R., the Macy's representative assigned to this situation, has responded with complete disregard per the issue of my complaint.  I understand funds being held while an online purchase is pending; not the problem.  I understand release times vary; not the problem.  I read Macy's policy on holding funds before ever having contacted the Revdex.com.  PLEASE stop wasting my time with evasive nonsense, unrelated to the issue.  I won't just tire of your useless responses and go away...Macy's held TWICE the amount of funds than what was being purchased.  I've sent in proof (bank statement showing double charges being held) and asked for the matter to be explained and/or addressed in order to fix the online bug in their system which would allow Macy's to hold 2X the funds owed them for ANY amount of time.  Still, the response I'm getting has nothing to do with the issue I've now raised three times over.  I need the Revdex.com to please step in and request that Macy's respond to the matter at hand.
Regards,
[redacted]

[redacted]   [redacted]
 
 
 
 
July 22, 2015
 
 
[redacted]
 
Re:  Revdex.com Complaint ID #[redacted]
 
On behalf of...

Macy’s:  
 
Contact Date(s) with Customer:  July 17, 2015;
July 20, 2015
 
Complaint
Summary:  [redacted] has not received the $10.00 rebate
for the [redacted] Skillet he purchased on January 30, 2015.  He called the rebate center on June 7, 2015,
and he was told it would be mailed but as of July 15, 2015, he was asked to
allow thirty (30) days for the rebate to be received.  He wants his $10.00 rebate sent.  
 
Resolution:  After further
research, I called [redacted] and explained that his rebate processing was
delayed because the original UPC code he provided with the rebate forms was
invalid.  As of July 20, 2015, Macy’s
rebate center has processed and mailed the $10.00 rebate check to him at the
address listed above.  Additionally, I
sent him a $25.00 Macy’s gift card as a goodwill gesture on the same date, which
he should receive under separate cover within seven (7) to ten (10) business
days at the above address.  [redacted] was
very pleased with the outcome.  
 
 
Monica O.
Macy’s Executive Office
###-###-#### Extension [redacted]
 
cc: [redacted], RevDex.com

January 30, 2018[redacted]Re:   Revdex.com, Complaint ID [redacted] Macy’s 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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB), the issuer of your Macy’s Card. In reviewing our records, I found that you opened your Macy’s account on June 30, 2017.  On your application you provided your address on Iowa Avenue, which is where we mailed your Macy’s card and your monthly billing statements through the United States Postal Service.  I found no record of returned mail, which suggests your statements were delivered successfully.  Your billing statements are mailed at least twenty (25) days prior to your due date each month.  If you are not receiving your statements, please contact your local post office to report an issue with your local carrier.  Also, you may wish to enroll in an automatic payment plan for your Macy’s account. Please visit macys.com/credit to establish a macys.com profile.  Once your card is registered you may complete this enrollment and also set up payment reminders and alerts for your Macy’s account such as electronic statement notifications.  This may be another option for you to receive your billing statements. I regret you are displeased with the late fee you were charged and the Annual Percentage Rate (APR) for your Macy’s card.  Per the DSNB Agreement, we may charge a late fee for each billing cycle in which we have not received the minimum payment due by the payment due date. The fee will be up to $27.00 for the first instance; or $38.00 for any additional past due payment during the next six billing cycles after a missed payment. however, the fee will not exceed the amount permitted by law. Currently, the Annual Percentage Rate for regular purchases on your account is 21.99% plus the Prime Rate as published in [redacted] two business days before your statement closing date.  Effective on December 14, 2017, the Prime Rate listed in [redacted]as been 4.50%, which means your APR is 26.49%.  If the Prime Rate increases, it will cause the APR to increase. If the Prime Rate decreases, it will cause the APR to decrease.  You can avoid interest charges by paying the “New Balance” in full by your payment due date each month.Our records show that we did not receive the minimum payment required by your due date of August 1, 2017, September 1, 2017, and January 1, 2018.  We understand late payments occur and strive to be flexible with our customers in these instances.  We previously refunded the late fees charged for the missed payments in August and September which is why we were unable to remove the late fee charged for your missed payment in January.  Please understand that we are unable to refund any late fees going forward. [redacted], be assured that the Bank does not engage in unethical or illegal practices. We comply with all applicable federal and local regulations with regard to our credit servicing policies.  By using this account you agreed to the terms of the DSNB Credit Card agreement, which includes a promise to pay for all purchases.  Your Macy’s account has a balance of $159.18, with a payment of $101.53 (including a past due amount of $58.67) due by February 1, 2018.  I encourage you to contact our Collections Department at ###-###-#### to make payment arrangements and avoid further delinquency and fees. Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance to you, please feel free to contact me directly at the telephone number listed below. Sincerely,     Stephen C.Macy's Executive Office###-###-#### Extension [redacted]cc:  [redacted], Revdex.com

P.O. Box 8220   Mason, OH 45040         March 8, 2018   [redacted]   RE: Revdex.com Complaint ID # [redacted]        Macy’s 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 liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB), the issuer of your Macy’s Card.   I truly regret any inconvenience you may have experienced regarding your credit limit being lowered on the above referenced Macy's Store Account.  I can understand your disappointment and I am sorry.   Our records indicate the last purchase on the above-referenced account was on December 6, 2015.  The credit limit on your Macy's account was reduced due to inactivity on the account as a security measure for your protection.  Please be advised, the credit limit on your Macy's account may be lowered at any time based on your internal or external credit history, and also for extended inactivity.  We are not required to notify you of the reduction of your credit limit.  The credit limit on your Macy's account ending in [redacted] was reduced from $1,000.00 to $600.00 on February 2, 2018.   Please refer to DSNB terms which I have enclosed in regards to your credit limit.   Please know, if your Macy's account is not used for 24 months, it will become inactive.  If the account is inactive for 30 months, it will be closed due to inactivity.  To re-activate the account, you would be required to re-apply.  As part of the application process, we would require disclosure of your annual income and housing expenses.  You are welcome to request a credit limit increase at any time; however, please know that we will review your credit reporting profile and internal history.   In order to review current and accurate credit information, reports should be obtained directly from Equifax, Experian, and Trans Union at the credit agencies contact information.  It is my understanding that you feel the reduction of your credit limit affected your credit score.  If you disagree with the information provided by the credit reporting agencies, you can contact them directly at the addresses below.   [redacted]                                    [redacted]                        [redacted]   [redacted]                   [redacted]              [redacted]                 [redacted]            [redacted] ###-###-####                     ###-###-####              ###-###-####     Thank you for bringing this matter to our attention and giving me the opportunity to respond.  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 you have any further issues, please do not hesitate to contact me personally at the number listed below.   Sincerely,       Cheryl R. Macy's Executive Office ###-###-#### Extension  [redacted]   Enclosure

April 27, 2016  [redacted]  
[redacted]  
[redacted]  Re:  Revdex.com complaint ID [redacted]          Macy’s store account ending in [redacted]  Dear [redacted]:  We are in receipt of your response to our reply to your Revdex.com complaint.  I was asked to respond once again on behalf of Department Stores National Bank. Our position regarding your Macy’s account has not changed from our previous two letters.  Your Macy’s store account cannot be reopened.  Your 4,304 Plenti points were used to purchase cosmetics through the macys.com website.  They cannot be replaced unless the merchandise is returned.  [redacted], we consider this matter closed and will no longer respond to future inquiries related to it.  However, please feel free to contact me at the number listed below if you need additional assistance on another matter in the future.   Sincerely, Michael J. Macy’s Executive Office  ###-###-#### Extension [redacted]  cc:  [redacted], Revdex.com

June 29, 2016[redacted] Re:  Revdex.com Complaint ID [redacted]       Macy’s [redacted] 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.  My review confirmed that your account was registered through macys.com to receive electronic billing statements.  I verified that billing and payment notifications were being sent to the email address we have on file of [email protected], and we have no documentation of our e-mails being returned as undeliverable.  Our records show that your billing statement for the period ending January 24, 2016, had a balance of $199.81, with a $27.00 minimum payment due by February 20, 2016.  When no payment was received by that date, your account was charged a $27.00 late fee and $4.01 interest charge, for a new balance of $230.82, with a $61.01 minimum payment due by March 24, 2016.  When no payment was received by that date, a $37.00 late fee and $5.02 interest charge were applied, leaving a balance due of $272.84.  Since two (2) consecutive monthly payments were missed, your account was reported as 30 days past due to the credit reporting agencies.  We received payment on March 28, 2016, in the amount of $272.84 and as a courtesy $33.00 in late fees were removed.  Enclosed are copies of your billing statements from January 2016 through May 2016 for your records.  This letter will confirm that your account is current and has a zero balance.Respectfully, I am unable to clear the derogatory information from your credit report.  It is not the Bank’s policy to remove any delinquency unless it occurred as a result of a billing error.  However, on June 16, 2016, we instructed the credit bureaus to code your account as “customer disputes reporting”.    While I understand that this is not the resolution you are seeking, we must maintain and adhere to specific policies and procedures.  If you have any further questions, please feel free to contact me at the telephone number listed below. Sincerely, Monique M. Macy’s Executive Office ###-###-#### Ext [redacted] Enclosures /mailed June 29, 2019 cc: [redacted] Revdex.com

I am writing to you in connecting to my complaint file in February 2016. As of June 28, 2016 my complaint has been answered and is currently being resolved. However, during the 5 months duration my Macys account ending in [redacted] has greatly affected my life listed below. -Negative and delinquent reports was recorded on my credit report -My credit line was decrease from $5000 to $1400 -My Macys club account was canceled -My card decline on several occasions At the time of my complaint I spoked to Steven at Macys executive office ###-###-#### who assured me my complaint would be answer in 10-14 business days and he was investigating my account. I had attempt to contact him on several occasions (over 20 times) left numerous messages and never received a reply. On June 28, 2016 I requested a supervisor who resolved the matter. Since the negative reporting recorded on my credit report. I have been denied mortgages, loans and work opportunities. My credit scores were effected. This has causes a great emotional strain. I also have documentation Macys is the solo reason for such declined. Desired Outcome: I am requesting compensation.

[redacted]: We received a second rebuttal (third inquiry) from [redacted].  Her issues have been resolved (speak with someone regarding the service she received, and receive the gift card she was promised).  She adds in the most recent rebuttal that her husband’s credit score is impacted (a new issue).  [redacted] would need to have her husband contact us at the phone number on the back of his credit card, or file a Revdex.com Complaint himself, as we would not be able to discuss his account with her.  We will not be responding to any further inquiries from [redacted] regarding this matter.  Thank you, Jay S.Executive Coordinator, Executive Liaison Team | Macy's, Inc.P.O. Box 8220 | Mason, OH 45040Office: ###-###-####, extension [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] Until Macy’s picks up the Bed giving me a recite and Macy’s Confirms they will credit back to my [redacted] card the cost of the Bed $980.12 this complaint must remain open! Please Advise Macy’s when Bed is picked up on 4-16-18 Trucker must give me a recipe and Macy’s must Credit back to my [redacted] Card the cost deducted from my card for the Bed was $980.12! Keep my complaint open till they confirm This amount is or will be created back to my [redacted] card.

May 30, 2017     [redacted]   Re: Revdex.com Complaint ID [redacted]      Macy’s account ending in [redacted]   Dear [redacted]:   We are in receipt of your follow-up complaint filed with the Revdex.com. Since I had responded to your previous inquiry, I was asked to respond to your continued concerns on behalf of Department Stores National Bank. I regret that you found our original reply was insufficient.   The Bank has instructed the credit bureaus to report your account as “settled in full” as of February 2, 2017, which is the accurate and correct designation for your account. Please allow thirty (30) days for the bureaus to make the necessary changes. Your account was not paid as agreed, but was charged-off as a bad debt. The collection agency agreed to accept a payment amount which was less than the total balance due, and the remainder was removed.   If you have any additional questions, feel free to contact me at the telephone number listed below.   Sincerely,     Michael J. Macy's Executive Office  ###-###-#### Extension [redacted]    cc: [redacted] Revdex.com

April 25, 2016  [redacted] Re:  Revdex.com Complaint ID [redacted]          Macy’s account ending in [redacted]  On behalf of Department Stores National Bank:   Contact Date with Customer:...

 April 25, 2016  Complaint Summary:  [redacted] was not able to make a payment in the store on her account in January 2016 because the card reader was not working.  Her online payment was one day late and she was charged a late fee.  She would like any fees removed and for this to not affect her credit report. Resolution:  I called [redacted] and apologized for this situation.  I informed her that while fees had been removed previously, some were missed.  I adjusted an additional $19.00 in fees and refunded them to her in the form of a check.  I also let her know that we have removed the report of a 30 day late payment from her credit report and confirmed that her account was closed as she had asked.  This closed her complaint.   Michael J.Macy’s Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com