Macy's

This was an online order issue that she was requesting refund for non-receipt order. I do show this refund was processed on 8/07/2017.  Sincerely,   Tara B.Liaison, Omnichannel Executive Office | Macy's, Inc.[redacted]Office: ###-###-#### Fax: ###-###-####

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]

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] I am very much ready to bring this matter to a close, unfortunately I have only received partial refund.  There is simply no excuse for any merchant to handle a situation this poorly.  I have been shopping online for several years and have never had an experience like this.  It has been since June 28, 2015 since I initially requested a refund. Tomorrow is August 28th.   I am at a loss for what to do next.

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]

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.  Problem: our mattress we received in October of 2015 was deemed faulty yesterday. May 4,2016. Therefore the warranty is now In affect and we are to get a replacement free of charge according to the manufacturers warranty. When I called today to get started on the replacement process they told me they do not have a mattress compatible to the one we have and therefore in order for us to receive our warrantied item we can either A. Set up a time for them to come and get the defective mattress and wait up to a month for them to issue a check. Or option B is go and spend another $1200 for a new mattress and wait for them to reimburse us. I should not have to spend another dime on a mattress since I've already purchased a mattress with a warranty. Desired Outcome: I would like to have a mattress with out having to spend anymore money. Considering it is under warranty there should be a better solution and I shouldn't have to spend anymore money nor should I have to go without a bed 
Regards,
[redacted]

February 10, 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 FDS Bank.    In researching this matter, our records confirm we received a payment on June 2, 2016, in the amount of $1,590.51.  Of this payment, $66.00 was allocated to the Club Account and $1,524.51 was applied to your Revolving balance, bringing your new balance for the billing period ending June 7, 2016, to $619.18.  On August 17, 2017, a refund for $1431.51 was issued back to your banking account electronically per your request.  This amount was added back to your revolving balance on this date because the refund was issued to you. If you have a balance due and decide to have a portion of a payment returned to you, that amount will be added back to the unpaid balance as you still owe for the merchandise you purchased. As you were informed during several conversations with the Customer Service Department, 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 Revolving and Major Purchase balances before being applied to balances that are not accruing interest during a promotion (Club Account balances), or which you can avoid interest by paying the balance in full by the promotion expiration (Special Event balance).  The only exception to this rule occurs in the last two billing periods of a Special Event promotion.  In that case, any payment made in excess of the Minimum Payment Due must be applied to the expiring promotional balance(s).  As of the date of this letter, your Revolving balance is $693.83 with a minimum payment of $27.00 due by March 4, 2017.  Both the Club Account and Special Event balances are paid in full.  I have enclosed an account audit for the activity on your account between January 2016 and February 2017.  The debit back to your account in the amount of $1,431.51 was accurate; therefore, a correction is not required as requested in your complaint. [redacted], although we would like to reply favorably to every customer, it is not always feasible.  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,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosures /mailed February 10, 2017   cc: [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however I wish to be able to see this balance online as my account is not past due.
Regards,
[redacted]

Complaint #[redacted]Sorry, we were out of town. Macy's did reverse the charges and fees. I am satisfied with how it was resolved, but disappointed in how long it took to stop the harassment calls. Once I called their corporate office, the situation was resolved. The contact person was extremely helpful.Thank you for your help.[redacted]

[redacted], We are in receipt of the Rebuttal for Claim ID #[redacted] regarding the customer's Merchandise Only Certificate. To resolve this issue, another request was submitted for the certificate to be sent to the customer's home. According to our records, the certificate was mailed on 4/25 and should have delivered within 7-10 business days later. At this time, Macy's will consider this matter closed. Thanks, [redacted]
 Macy’s Executive Office

[redacted]April 17, 2017[redacted]Re: Revdex.com Complaint ID #[redacted] Macy’s account ending in [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 representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please be assured that the bank complies with all Federal and State laws in our credit practices.We sincerely apologize for any frustration and inconvenience you may have encountered while attempting to resolve this matter including the long hold time and the disconnection of your call. I am also sorry that our representatives were unable to give the reason why you were unable to use the Macy’s Money. Macy's expects each facet of its operations to meet exceedingly high levels of service. Your feedback is critical as it assists us in truly understanding our customers' experiences and directs our attention to areas in which we can improve our service quality.After further review, the $140.00 in Macy’s Money that you earned for five (5) macys.com purchases and which expired on April 2, 2017, we forwarded your complaint to our Gift Card Department. Their investigation concluded that while you earned $140.00 in Macy’s Money, a security hold was placed on all of the cards. It was also noted on the orders that you were informed of this and that before they could release the hold, you needed to pass high risk security verification. Therefore, in order to resolve this matter, you would need to call ###-###-#### from the phone number listed on your account. I also confirmed that once you pass the verification, you will be accommodated with an order(s) using $140.00 in expired Macy’s Money. With respect to the two (2) online orders you listed in your complaint, #[redacted] and #[redacted], they verified that the first order is from 2015 and the price has not changed. The second order was purged, and therefore, they could not find any information.[redacted], thank you for the time you took to bring your concerns to my attention and for giving me the opportunity to respond. If can be of further assistance, please contact me at the telephone number listed below.Sincerely,Regina M.Macy's Executive Office###-###-#### Extension [redacted]cc: [redacted], Revdex.com

January 17, 2017   [redacted]  [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 on behalf of Department Stores National Bank.   I had hoped to speak with you personally regarding this matter; however, when attempting to call you on the phone number listed in your complaint on January 10, 2017, I encountered an automated message stating your phone number had changed and the new phone number was unknown.   I regret learning of the unfamiliar credit inquiry appearing on your credit report.  I can assure you that the Bank does not participate in fraudulent credit practices of any kind.  In instances where a fraudulent application was submitted, removing the credit report inquiry is a part of our remediation process.  Please be assured the Bank complies with applicable regulation with regard to our credit servicing practices.   We attempted to locate a Macy’s account or account application using the information you provided in your complaint; however, these efforts were unsuccessful.  In order to address your concerns and find the application, we will need your Social Security number to query our records.    It is certainly my intent to bring resolution to this matter.  Please contact me at the telephone number listed below, so that I may be able to assist you further.    Sincerely,  Stephen C. Executive Liaison ###-###-#### Extension [redacted]   cc:  [redacted], Revdex.com

[redacted]   [redacted]
January 5, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com 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.  I
apologize for any inconvenience you may have experienced. 
When
you purchased the mattress, your account was not charged until the item was
delivered and the New Account Discount should have been applied to your first
statement.  After reviewing your account
status, I applied the discount to your account on December 15, 2015, associated
to your purchase on September 2, 2015. 
This is reflected on your billing statement for the period ending
December 17, 2015.  A copy of the
statement is attached for your reference. 
[redacted]
[redacted], I apologize for the length of time it took to resolve this issue for
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
contact me at the telephone number listed below.
Sincerely,
Janice D.
Macy's Executive Office
###-###-#### Extension
[redacted]
Enclosure / mailed Jan. 6, 2016
cc:  [redacted],
Revdex.com

Hello, We promptly responded to all of your emails within 24 hours. We did not receive any phone calls or voicemails from you at all. You waited nearly 4 months to email us regarding the return. Our policy clearly states that costumes cannot be used or worn. Our policy also states that masks are non...

returnable items for any reason. We would've however made an exception to the "all sales final on masks" if you had returned the item new and unworn. The item was sent back to us with all retail packaging missing and the mask was clearly heavily worn and used. You at no time contacted us upon receipt of the order or many months later to state that you had received this item in a damaged manner or we would've refunded or replaced the item immediately. We are a reputable company. If we had a resellable item to refund we would have. At this time, the return did not adhere to the policy and was used, worn and had no original retail packaging and masks are non returnable, all sales final regardless. Thank you

[redacted],
We
are in receipt of the rebuttal for Complaint ID #[redacted].  Per Macy's policy
and by law, any credit due for returned merchandise must be credited back to
the original form of payment used at the time of purchase.  In this case, the customer completed the
purchase using a Macy's credit card and this card will be credited upon receipt
of the return. Unfortunately, a check cannot be issued for the return. 
Thanks,
Macy's
Executive Office

February 29, 2016
[redacted]
re: Revdex.com
Complaint ID: # [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. Thank you for your courtesy when we spoke on February 26,
2016.
Please
accept my sincere apology for any inconvenience you experienced as a result of
email communication that Macy's did not recognize the return of incorrect
merchandise we shipped in your order #[redacted] Once again, I have noted the
order that no charges are to be made.
[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 find that this resolution is satisfactory to me. Macy's contacted me in regards to my complaint and have resolved to process a 100% refund for the inconvenience of time spent and a partial sectional. I should be receiving the 100% refund in a few business days. In regards to the sectional being on clearance, I was specifically told by my the sales associate when I originally made the purchase that this sectional was not going to be discontinued for quite some time when attempting to sell us the warranty information. I would advise Macys to better inform their sales associates of discontinued items because this misinformation caused me a lot of time and frustration.I appreciate Macy's prompt response to my complaint.
Regards,
[redacted]

Hi,Macys believes they have fixed the issue. I have called multiple times regarding residual finance charges and they've said they've fixed it, and it won't happen again. But it continues too.  I don't have any more contact information, so I'm not sure where to go. That's why I sent in another Revdex.com complaint. I'm hoping it will get to the right spot!

April 21, 2016[redacted]
[redacted]
[redacted]Re: Macy's [redacted] Account ending in [redacted]    Complaint #[redacted]Dear [redacted]:  I am in receipt of your recent complaint filed with the Revdex.com regarding your Macy's account.  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.Macy's goal is for every customer to have a positive and rewarding experience when dealing with Macy's, because as a company we strive for superior customer service.  We appreciate your feedback regarding your recent experiences when trying to resolve this matter.  Please accept my personal apology for any frustration or inconvenience you may have experienced.  The charges totaling $79.20 were deemed fraudulent and the account was closed.  We have cleared our internal records of any delinquency associated with this issue, and have requested the credit reporting agencies update their records and delete any history of delinquency from the time period of April 2015 through April 2016.  Please allow the agencies approximately thirty (30) days to make the necessary corrections to update their files.  This letter will serve as confirmation of this request.  [redacted], thank you for contacting this office with your concern and allowing me the opportunity to respond.  I assure you your loyalty is not only important, but also very much appreciated.   I hope you will allow us the opportunity to renew your faith in Macy's.  If you have any further questions or concerns, please contact me personally at the number below.  Sincerely,Julia O.Macy's Executive Office###-###-#### Extension [redacted]cc: Revdex.com

[redacted]   [redacted]   December 22, 2016     [redacted], [redacted]   Re: [redacted]       Revdex.com complaint ID...

[redacted]       Macy’s account ending in [redacted]   Dear [redacted]:    We are in receipt of your complaints filed with the [redacted] and the Revdex.com (Revdex.com), which were forwarded to Macy’s Executive Office. As a liaison in that office I was asked to review and respond to your concerns on behalf of Department Stores National Bank. Please accept my apology for any confusion this situation may have caused.  Be assured that payments are applied in accordance with the law.   My research confirmed that during a conversation with a credit associate on August 31, 2016, you made a $200.00 payment. You requested that your Revolving account balance be paid in full and the excess amount, be applied to your 12-month Special Event purchase. Unfortunately, the payment allocation was not coded correctly. To correct this error and fulfill your request, we have transferred the amount of $136.13, (which is the current balance on your Revolving account), from your Special Event purchase and credited your Revolving account. This brings it to a zero balance, after deleting a $2.00 interest charge. Please be aware that this adjustment increased the balance due of your Special Event promotional balance by the same amount, $136.13. We also corrected the coding of your account so this situation will not continue in the future and your payments will be allocated as you described in your complaint (payment in full of Revolving balance with excess, if any, being paid to the Special Event balance). Going forward, when your Revolving account has a balance, that amount must be paid in full each month in order to have any additional payment amount you may submit applied to your Special Event promotional balance.   [redacted], we truly appreciate your many years of loyalty to Macy’s. Thank you for allowing me to respond to your inquiry. If I may be of assistance on another matter, feel free to contact me at the telephone number listed below.    Sincerely,     Michael J. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted]      [redacted], Revdex.com

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
I was not told about the SERVICE CHARGE WHEN I SET UP THE
CALL. I was not concerned about the service charge at the time because I wanted
the unit repaired it was not until I got a charge and NO SERVICE that I became concerned.
Is not checking the unit for bad connections part of a diagnostic? If the unit
must meet some critical condition for this diagnostic should the contractor
inform the consumer of this? Should the contractor also inform the consumer as
to what to look for to insure that the unit meets this critical condition? I
feel that I owe for part of the service charge and the return check charge
because there was no diagnostic done on the unit.